Product Support Manager, Play

Google•Boulder, CO

1d•$114,000 - $163,000

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 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). gTech Users and Products (gUP) organization's mission is to advocate Google’s users by creating helpful and trusted experiences across the product ecosystem. We work across Product teams as well as end users of our products (like consumers and B2B partners) to make our products work. We harness both technical expertise and the operations to bring the speciality of Google support to our 3 billion users and 30 million partners, globally. Our menu of services reflects the range of gUP’s core competencies that help products succeed or fail fast, bringing the best of Google to all users and getting products to market at an incredible scale. Learn more about gUP at: go/gUP101 [http://goto.google.com/gUP101] 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].

Requirements

Bachelor's degree or equivalent practical experience.
5 years of experience in customer support industry or program/project management.

Nice To Haves

Experience in the tech industry, particularly with AI and automation technologies.
Ability to manage multiple, time-sensitive projects with competing priorities while working independently to drive projects to completion with minimal guidance and attention to detail.
Ability to draw insights from data, recommend a path forward, and project manage across groups/through recommended actions.
Excellent communication and collaboration skills with cross-functional teams.
Excellent investigative and problem-solving skills.

Responsibilities

Lead cross-functional launch Strategies, partner with product, engineering, and support teams to define and execute successful launch strategies, managing project timelines to ensure 100% support channel readiness.
Oversee issue management by identifying, tracking, and escalating user-reported bugs while managing all program communications, updates, and stakeholders.
Collaborate with cross-functional teams to analyze user feedback, translating insights into recommendations that directly drive product and feature enhancements.
Develop the overall user support strategy by understanding product and market dynamics, continuously identifying innovative approaches.
Lead initiatives to enhance efficiency using data and tools to troubleshoot issues, implementing solutions through automation, self-service, and process improvements.