Product Support Manager, Play Monetization

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 on Play, you are passionate about helping billions of users at scale. You’ll work to advocate for your users, develop support strategy, deliver support, deliver on scaling the business via automation and AI, and work closely with the product area to make our product better. You enjoy both landing new features with our users and working on a project basis to solve problems leveraging your problem solving, operational, and program management skills. You grow on influencing product strategy, developing scalable solutions, helping onboard new users, optimizing workflows, and providing technical implementation services to our users. You will improve and leverage various channels collecting users’ feedback in our product and be able to advocate to resolve the complex issues impacting users. 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. Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

Requirements

Bachelor’s degree or equivalent practical experience.
5 years of experience in program or project management.
Experience collaborating with cross-functional teams.

Nice To Haves

Experience managing customer-facing projects, including gathering requirements, coordinating stakeholders, and delivering results.
Experience in the tech industry, particularly with AI and automation technologies.
Experience with automation and operational efficiency.
Excellent problem solving skills.

Responsibilities

Develop and evolve the overall user support strategy by deeply understanding product and market dynamics, continuously identifying innovative approaches.
Collaborate with cross-functional teams to analyze user feedback, translating these insights into actionable recommendations to drive product improvements.
Lead operational initiatives to enhance efficiency and scale by leveraging data and tools to troubleshoot issues and implement lasting solutions through AI, automation, self-service, and process improvements.
Lead cross-functional collaboration by partnering with key stakeholders, including product, engineering, and support teams, to define and execute successful product launch strategies.
Manage all launch requirements and project timelines to ensure that all support channels are 100% ready and prepared for new product or feature releases.
Oversee the end-to-end issue management process, which includes identifying and escalating user-reported bugs and managing all program communications and reporting.