Chrome Consumer Support Specialist, gUP WSE

Google•Boulder, CO

3d•$89,000 - $127,000

About The Position

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more). Our team is at the heart of Chrome's evolution, driving data-informed decisions and experimentation that impact billions of users worldwide. We play a pivotal role in launching new features, gathering user feedback, and shaping product strategy. As a Chrome Consumer Support Manager for gUP Web and Search Ecosystems (WSE), you will be the go-to expert for all Chrome launches, ensuring seamless rollouts and minimizing support issues. You'll also lead Chrome's feedback strategy, leveraging a variety of tools and channels to understand our users' needs and preferences. Your work will directly influence product development, empowering the Chrome team to build the best browser possible. 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 .

Requirements

Bachelor’s degree or equivalent practical experience.
2 years of experience in a technical project management or a customer-facing role.

Nice To Haves

Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
2 years of experience managing projects or programs.
2 years of experience in a client-facing role.
3 years of experience in operations management (e.g., process improvement, operational reviews, optimizing workflows, etc.).

Responsibilities

Develop high-quality Support Product Requirement Documents (PRDs) and external launch documentation.
Execute comprehensive support strategy for product launches.
Identify and triage pre-launch issues, advocating for resolution or mitigation with cross-functional stakeholders.
Streamline support preparation workflows and proactively identify and address potential launch obstacles.
Participate in product trials, identifying and addressing potential issues before launch.
Share launch best practices and insights with stakeholders across the department, fostering a culture of continuous improvement.
Work collaboratively with product teams to derive actionable insights from post-launch reporting, ensuring continuous product enhancement.
Maintain an in-depth understanding of product features and functionality to provide effective support.
Stay up-to-date with industry trends and best practices in product support and launch management.
Build strong relationships with cross-functional teams to ensure seamless collaboration and successful product launches.