Consumer Product Support Manager, gUP Search

Google•Boulder, CO

14h•$114,000 - $163,000

About The Position

We're on a mission to delight the consumers who rely on our flagship products like Gmail, Assistant, Chrome and Google Play. We’re an operational team that focuses on delivering excellent customer care and being there for consumers when they need us most. Our team engages consumers across the globe through our online resources and communities, social outreach, and 1:1 care. We're looking for people with excellent analytical and communication skills who are passionate about the consumer and helping them get the most out of Google. As the Product Support Manager for Search, you will play a critical role in ensuring the success of Google’s crown jewel products to users globally. You'll be the advocate of the user and represent all support matters with Product and Engineering partners as their main point of contact. You’ll build and leverage detailed knowledge of our constantly evolving Search products, define and guide the support strategy, and ensure that user feedback flows to the product team to fuel improvement and innovation. You’ll ensure support readiness for new launches, monitor uptake and issues, manage escalations, and troubleshoot spikes in feedback. You will influence product development and excellence by delivering insights to product teams on top user issues, feature requests and deep dives. Work closely with internal product support team functions to execute on the support strategy by coordinating launch plans, monitoring operational effectiveness, and identifying opportunities that will improve and scale our support strategies. 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 [https://www.youtube.com/watch?v=HcjR6ZngQcw]. Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US: $114000 - $163000 (USD) + 15% bonus target + equity + benefits Learn more about benefits at Google [https://www.google.com/about/careers/applications/benefits/].

Requirements

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

Nice To Haves

Experience in consumer software or customer support operations.
Ability to manage multiple, time-sensitive projects with engaged priorities, working independently to drive projects to completion with little guidance and high attention to detail.
Willingness and aptitude to dig into technical details and work with engineering/product teams on related tools and systems implementations and requirements.
Structured, analytical thinking, with an ability to draw insights from data, recommend a path forward, and manage across groups/through recommended actions.

Responsibilities

Serve as the point of contact and lead for PM/Eng partners on consumer support strategy and issues and represent gTech Users and Products (gUP) in cross-functional meetings.
Support product launches, escalate product issues, own insights reporting and drive recommendations to drive actionability on addressing top user issues.
Maintain a pulse on user feedback, provide prompt and proper resolution of technical challenges, and provide meaningful feedback to product teams to improve the user experience.
Manage feedback operations (issue taxonomy, quality audits, strategy) and feedback launch readiness to enable high quality user insights.
Lead strategic programs that integrate user voice across cross-functional teams and inform the product development lifecycle. Do so in close partnership with key Product and cross-functional decision makers Engineering, Product Management, UX, Analytics, Content, Technology, etc.