Product Support Manager, Users and Product, Google Play

Google•Boulder, CO

20h•$114,000 - $163,000

About The Position

The Product Support Manager will work within gTech Users and Products (gUP), whose mission is to advocate for Google users by creating helpful, trusted experiences across the product ecosystem. The team supports partners and consumers, represents their needs to product teams, proposes product fixes and features, and provides services such as localization, digitization, and partner integration. Google’s gTech teams support customers globally with solutions based on technical skill, product expertise, and an understanding of customers’ complex needs. This role focuses on the Google Play user support experience, driving support strategy, operational scale and efficiency, automation, and self-service. It also uses user feedback and internal data to identify issues, provide insights to product teams, and improve products and support processes. The position lists US pay of $114,000–$163,000, plus a 15% bonus target, equity, and benefits. 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 a technical project management or customer-facing role.
Experience with process improvement.

Nice To Haves

Master’s degree in Business, Statistics, Mathematics, Economics, Engineering, Applied Science, or a related field.
Certifications in process improvement, such as Six Sigma.
5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
Ability to streamline processes and implement workflows designed to increase efficiency.
Ability to manage multiple, time-sensitive projects with changing priorities and drive them to completion with effective attention to detail.
Excellent project or program management, communication, and investigative skills, including leading and implementing projects with cross-functional teams.

Responsibilities

Develop and evolve the user support experience strategy for Play by building a deep understanding of the product and markets.
Lead initiatives to scale and improve efficiency across support operations, including support experiences enabled by automation and self-service flows.
Review user feedback and provide meaningful insights to product teams to improve Google products for users in the market.
Understand and deliver all aspects of customer support, continually working to make product support cutting-edge and customer service a differentiator for Google.
Use internal tools, logs, and data to identify, troubleshoot, and resolve issues, and identify scalable solutions through tool or process improvements.