Product Support Manager, gTech Users and Products

Job Description

Qualifications

Minimum qualifications:

• Bachelor's degree or equivalent practical experience
• Experience in project management, relationship building, and stakeholder management across cross-functional teams
• Experience in analytics and troubleshooting

Preferred qualifications:

• Experience in designing and delivering excellent user experiences
• Experience in supporting UPI based products
• Experience in program managing multiple stakeholders and external partners
• Experience in troubleshooting for UPI based platforms and driving solutions

About the job

At gTech’s Users and Products team (gUP), our mission is to help users get the most out of Google. We represent the voice of Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences.
gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google’s consumer products ecosystem and enabling numerous launches for Google’s consumer products each year.

As a Product Support Manager on the Google Users and Products (gUP) team, you will be passionate about Google products and helping them succeed in the market you support. You will influence product strategy, develop scalable product solutions, optimize workflows, and provide technical implementation services to our users, with the goal of creating an ideal user experience.

In this role, you will work closely with internal teams to create and streamline business and operational processes, develop detailed documentation, process diagrams and user journey audits, and increase the overall efficiency of how we implement and support our products.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.
To learn more about gTech, check out our video .

Responsibilities

• Represent the user by providing insights, feedback, and quantitative and qualitative analysis to program managers.
• Develop and evolve the user experience strategy for Google product offerings based on a deep understanding of products and supported market landscapes.
• Engage and partner with key regional product decision-makers to communicate and realize product launch and support goals. Manage project launches of products working with cross-functional stakeholders.
• Lead innovation programs, including piloting new processes, support channels and process innovations, while measuring/driving international product goals.
• Leverage internal tools, logs, and data to identify, troubleshoot, and resolve issues and identify scalable solutions through tool or process improvements. Collaborate with Support, Product, and Engineering partners to ensure resolution of user issues.

Location

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .

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