Product Support Manager, Search Consumer, gUP

Google•Boulder, CO

5d•$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 the Product Support Manager (PSM), gTech Users & Products (gUP), you will be ensuring the success of Google’s crown jewel products to over users globally. You will represent all support matters with Product and Engineering partners. You will build and leverage detailed knowledge of our constantly evolving Search products, define and guide the support strategy, and ensure that user feedback flows to the product team to fuel improvement and innovation. You will ensure support readiness for new launches, monitor uptake and issues, manage escalations, and troubleshoot spikes in feedback. You will build extensive cross-functional relationships across Product Management, Engineering, Program Management, UXR, Trust and Safety (T&S) and influence product development and excellence by delivering insights to product teams on top user issues, feature requests and deep dives. You will work closely with internal product support team functions to execute on the support strategy by coordinating launch plans, monitoring operational effectiveness, and identifying opportunities that will improve and scale our support strategies. You will have the opportunity to potentially work on AI-related initiatives. 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 project management or a customer-facing role.

Nice To Haves

Experience in consumer software or customer support operations.
Ability to manage multiple, time-sensitive projects with competing priorities while working independently to drive projects to completion with little guidance and high attention to detail.
Ability to drive technical details and work with engineering/product teams on related tools and systems implementations.
Excellent communication and team-work skills; ability to effectively influence and communicate with multiple stakeholders at all levels of management.
Excellent investigative thinking, with an ability to draw insights from data, recommend a path forward, and manage across groups/through recommended actions.

Responsibilities

Serve as the point-of-contact (POC) and lead for PM/Eng partners on consumer support strategy and issues and represent gUP in cross-functional meetings
Support product launches, escalate product issues, own insights reporting and drive recommendations to drive actionability on addressing top user issues
Maintain a pulse on user feedback, provide prompt and proper resolution of technical issues, and provide meaningful feedback to product teams to improve the user experience.
Manage feedback operations (issue taxonomy, quality audits, strategy) and feedback launch readiness to enable high quality user insights.
Lead strategic programs that integrate user voice across cross-functional teams and inform the product development lifecycle. Partner with key Product and cross-functional decision makers Engineering, Product Management, UX, Analytics, Content, Technology, etc.