Product Support Manager, gUP Payments

Google•Boulder, CO

17d

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 a Product Support Manager (PSM) for Google Payments products, you will be ensuring seamless integration and optimal performance for our payments partners. You will play a critical role in building a seamless experience for our partners, merchants, and Payment Service Providers (PSPs) to onboard and integrate with Google. In this role, you will bridge the gap between business needs and partner requirements, developing and executing comprehensive support strategies that ensure scalability and reliability. You will act as a trusted advisor and advocate for our partners, collaborating closely with cross-functional teams to resolve technical issues, optimize performance, and drive continuous improvement. Your responsibilities will encompass analyzing partner feedback, defining and managing support pipelines, and leading initiatives that integrate the partner voice into the product roadmap. You will advocate for operational excellence by identifying critical tool needs, driving automation and scaling, and effectively managing stakeholder expectations. Ultimately, you will ensure exceptional partner care and contribute to the global success of the Google Payments ecosystem.

Requirements

Bachelor’s degree or equivalent practical experience.
5 years of experience in a technical project management or a customer-facing role.

Nice To Haves

Experience in payments or partner/customer support operations, specifically in developing and improving processes.
Experience gathering partner feedback and advocating for partner improvements.
Experience drawing insights from data and managing the execution of recommended actions.
Ability to manage multiple projects to completion with multiple stakeholders and minimal guidance.
Excellent problem-solving skills combined with an attention to detail and the ability to communicate at different levels.
Excellent project management and leadership skills, maintaining a high tolerance for change management and ambiguity.

Responsibilities

Develop, execute, and scale end-to-end support strategies for core payments products, including identifying tool needs to enhance operational efficiency.
Serve as the primary point of contact for Product Management (PM) and Engineering partners on Application Programming Interface (API) scaling and issue resolution, representing gUP in cross-functional (XFN) meetings.
Gather and analyze partner feedback and insights, driving actionable recommendations for product improvements and issue resolution.
Manage the scaled support pipeline, ensuring timely and effective resolution of partner inquiries and driving issue escalation when necessary.
Design and implement support initiatives that align with the product roadmap, balancing short-term and long-term investments.