Product Support Manager, Google One

Google•Sunnyvale, CA

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 different 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). Google One is a rapidly growing consumer product that offers tiered subscriptions including storage, access to AI products and other benefits. The gUP Google One team provides self-help, scaled and 1:1 support services for G1 members. As a Product Support Manager (PSM) for Google One AI plans, you will design and manage a premium support experience for users of Google’s consumer AI offerings. 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

MBA or advanced degree in a Management, Business, or a related field.
Experience in managing relationships with a wide network of stakeholders with minimal guidance.
Knowledge of Google One AI plans and competitor AI subscriptions.
Ability to draw insights from data, recommend a path forward, and project manage across groups/through recommended actions.
Ability to manage multiple, time-sensitive projects with competing priorities while working independently to drive projects to completion with minimal guidance and high attention to detail.

Responsibilities

Develop and maintain deep expertise of Google One AI plans and the products and capabilities they include.
Collaborate with cross-functional teams and executive leaders to design, implement and manage a premium support strategy that includes 1:many (help center, social and community) and 1:1 (phone, chat and email) operations.
Lead a cross-functional team at high velocity to pilot, analyze and iterate on product and support enhancements to improve user experiences and reduce churn in AI subscriptions.
Maintain support knowledge bases and working with engineering teams to create or update user-facing workflows and agent tools, including refund policies and appeasements.
Understand issues users experience in different subscription tiers with various AI products to improve issue taxonomies and create deep dives.