Feedback Operations Program Manager, gTech Users and Products

Google•Boulder, CO

8h•$137,000 - $200,000

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). Feedback Operations (FBO) transforms user feedback reports annually into actionable insights that directly shape Google products. Through a powerful synergy of machine learning and human expertise, we pinpoint critical trends and issues, ensuring user feedback drives data-informed decisions and user experience. We deliver accurate, reliable insights at scale, fundamentally informing product roadmaps and accelerating innovation. In this role, you will work at the strategic and operational levels, helping to drive business outcomes across several strategic initiatives, while overseeing streamlined operations. You will collaborate with the Vendor Manager and Product Support Managers to prioritize work across product lifecycle needs, deliver actionable insights, and incubate new services. You will collaborate with the vendor team leads to co-design processes, pilots, metrics, and deliverables in optimizing program performance. You will also gain exposure to coordinating teams and leaders in gUP by supporting goals and strategy development and change management efforts. 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].

Requirements

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

Nice To Haves

Experience in operational excellence (e.g., Lean, Six Sigma), or leading technology improvement projects.
Ability to manage multiple, time-sensitive projects with engaged priorities and multiple stakeholders.
Ability to work independently to drive projects to completion with high attention to detail.
Ability to draw insights from data and manage recommended actions.
Excellent leadership, problem-solving, strategic, and investigative skills.

Responsibilities

Serve as a primary interface for product support managers seeking to leverage in-product user feedback to inform and influence Google’s product teams. Guide the process and information architecture design to support product engineering, design, and market development decision-making.
Design and deliver new feedback analysis and insight initiatives through a large vendor team. Collaborate with the vendor manager to ensure quality of outputs through oversight, measurement, validation, reporting, and actions.
Drive operational efficiencies through process and resourcing improvements.
Leverage data to advocate for and pilot technology solutions that enable data-driven operation.
Assist in charting a goal for service expansion and modernization and deliver against a long-term roadmap.