Product Support Manager, Pre-Launch User Testing Gemini App

Google•Boulder, CO

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). As a Product Support Manager for Pre-Launch User Testing on our gTech Users and Products (gUP) Gemini App team, you will lead critical testing programs that shape the future of AI technology. You will manage various pre-launch user testing programs, including Trusted Testers and Dogfood (internal Googler testing) programs. You will ensure that the Gemini App meets the highest standards of quality, safety, and user satisfaction before reaching the public. You will bridge the gap between users and product development, synthesizing feedback into insights for Product Management and Engineering. 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 project management or a customer-facing role.

Nice To Haves

Experience influencing cross-functional teams, with excellent communication and stakeholder management skills.
Ability to thrive in a changing rapidly evolving, and ambiguous environment.
Excellent problem-solving skills with the ability to extract insights from qualitative and quantitive user feedback.

Responsibilities

Design, execute, and manage pre-launch testing programs (Trusted Testers, Dogfood) for the Gemini App. Define program scope, goals, and success metrics.
Partner closely with Product Management, Engineering, Technical Program Manager (TPM), and User Experience Research (UXR) teams to align testing initiatives with the product roadmap and launch goals.
Develop and implement scalable mechanisms for collecting, triaging, and synthesizing user feedback and bug reports. Translate raw feedback into actionable product recommendations.
Drive issue resolution by working with engineering teams to prioritize and fix bugs discovered during pre-launch testing.
Establish best practices for pre-launch testing and contribute to the continuous improvement of user insights programs at Google.