Product Support Manager, gUP Consumer Payments

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 varied 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 Consumer Payments Product Support Manager (PSM), you'll be a strategic expert for payments launches, ensuring seamless rollouts and a frictionless experience for users. You'll also lead the user feedback and insights strategy for core payments features, leveraging data to deeply understand user needs and pain points. Your work will directly influence product strategy, empowering the Payments team to build a platform that is fast, easy, and safe for everyone. In this role, you’ll influence product strategy through data-driven insights, oversee the end-to-end customer care experience for key payments features, and drive operational excellence as the product scales. You’ll keep the big picture in focus while diving deep into the UX, engineering, and business challenges of your stakeholders. By partnering closely with Product Management, Risk, Compliance, and other cross-functional teams, you’ll deliver a seamless, personalized, and connected support strategy for consumer payments users worldwide. 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]. Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US: $114000 - $164000 (USD) + 15% bonus target + equity + benefits Learn more about benefits at Google [https://www.google.com/about/careers/applications/benefits/].

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 extracting actionable insights from complex data sets, engaging deeply with technical details, system implementations, and product requirements.
Experience streamlining complex workflows through business process mapping, driving operational efficiency and high-impact projects in customer support environments.
Experience leading complex end-to-end global deployments, and orchestrating alignment cross-functionally during high-stakes product launches while navigating ambiguity.
Experience influencing cross-functionally and translating operational challenges into clear strategies for varied organizational levels.
Fintech and financial services payments support experience, and gathering user feedback to advocate for product user experience within regulated industries.
Ability to work flexible, non-standard hours in line with customer requirements.

Responsibilities

Lead launch support, partnering with engineering, product, UX, and legal. Align Regional teams, prioritize consumer needs, and manage feedback during deployments to capture localized insights.
Transform user data and top user issues into strategic insights. Direct programs advocating improvements, ensuring continuous feedback loops directly inform product strategy.
Implement scalable customer service workflows enhancing efficiency while maintaining high standards. Eliminate friction and reduce costs without compromising the user experience or regulatory compliance.
Drive collaboration across internal teams and external partners delivering a cohesive consumer payments strategy. Ensure a seamless user experience across all global markets and feature sets.
Oversee the feedback ecosystem, including issue taxonomy and audits. Resolve complex escalations promptly, ensuring effective solutions while maintaining the health of support operations.