Product Support Manager, Google Health

Google•Boulder, CO

3d•$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). As a Product Support Manager for Google Health, you will serve as the strategic owner of Critical User Journeys like the Account, International, and Compliance domains - critical pillars of the Google Health user experience. In this high-impact role, you will navigate the complex intersection of user security and regulatory adherence, leading initiatives ranging from medically regulated features to advanced AI protocols. You will partner cross-functionally with Legal, Product Managers, and Engineering as well as your peers and gUP cross-functional teams to define and implement support strategies, drive data-backed improvements in the critical user journeys you own to improve the user experience and to reduce churn, and ensure that our subscribers and users remain engaged across the globe. 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 a technical project management role, customer-facing role at a technology company, or experience with process improvement.
Experience in data analysis using internal metrics or market data.

Nice To Haves

Process Improvement Certifications (e.g., Six Sigma).
Experience working with database technologies (e.g., SQL, NoSQL).
Experience working with hardware devices.
Ability to streamline complex processes and implement workflows designed to increase efficiency.

Responsibilities

Partner cross-functionally to take ownership of and enhance specific user experience for critical user journeys, targeting improvements in key performance metrics such as Customer Satisfaction (CSAT) and Total Resolution Time as well as Repeat Contact Rate.
Identify and address systemic issues, partner with internal and product teams to implement product, policy, process and tooling improvements.
Provide operational expertise and channel the customer to scale product support and feature launches and provide self help options through GenAI solutions.
Enhance customer support data analysis to gain deeper insights.
Collaborate with the Product Area Product Managers and Engineers (and Marketing, PR, Legal, etc.) and gUP cross-functional teams to develop and implement the support strategy for critical user journeys. Own and address immediate support needs and develop systemic solutions for recurring issues.