Product Support Manager, Core Account Access and Security

Google•Boulder, CO

2d•$114,000 - $164,000

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 diverse 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). As a Product Support Manager, you will help design and manage identity verification operations with a focus on consumer support experiences across products to earn users’ trust while helping them get the most out of Google. You will improve the user experience through usable, accessible, and personalized support for manual identification documentation review operations to verify user age and prevent abuse. You will manage operational health and expand the scope of account access strategy to deliver helpful and personalized experiences at scale while protecting user online identity. You will act as a key liaison between Product Management, Engineering, and vendor leads to drive cross-functional collaboration and ensure the resolution of complex user challenges. 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.

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 designing and delivering user experiences that focus on usability and effectiveness for global audiences.
Experience solving problems through analytical troubleshooting, with the ability to draw insights from data and implement recommended actions.
Ability to manage multiple, time-sensitive projects with competing priorities independently, driving projects to completion with high attention to detail and minimal guidance.
Ability to collaborate and build consensus with stakeholder groups across global locations (e.g., Zurich, Munich, Dublin, and Sunnyvale) to drive project decisions.
Excellent communication and people management skills with the ability to translate business needs into technical solutions for internal and external partners.

Responsibilities

Represent the user by providing quantitative and qualitative insights and analysis to the core product area for identity and age verification operations.
Contribute to the evolution of the user experience strategy by analyzing product and market landscapes to identify improvement opportunities.
Use internal tools, logs, and data to troubleshoot issues and identify scalable solutions through tool, training, or process improvements.
Plan and execute innovation projects, including piloting and optimizing new processes to meet international product goals.
Collaborate with Support, Product, and Engineering partners to drive proposals that improve the end user experience and ensure resolution of top user issues. Manage stakeholder expectations and communicate project knowledge and priorities to internal teams and external partners.