Senior Chrome Consumer Support Specialist, gUP WSE

Google•Boulder, CO

2d•$137,000 - $200,000

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 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). Our team is at the heart of Chrome's evolution, driving data-informed decisions and experimentation that impact billions of users worldwide. We play a pivotal role in launching new features, gathering user feedback, and shaping product strategy. As a Chrome Consumer Support Manager for gUP Web and Search Ecosystems (WSE), you'll be the go-to expert for all Chrome launches, ensuring seamless rollouts and minimizing support issues. You'll also lead Chrome's feedback strategy, leveraging a variety of tools and channels to understand our users' needs and preferences. Your work will directly influence product development, empowering the Chrome team to build the best browser possible. You will have a unique opportunity to collaborate with different teams across the Chrome organization, making a tangible impact on the browsing experience of millions. You will be passionate about technology, data-driven decision-making, and user-centric product development 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 .

Requirements

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

Nice To Haves

Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
Experience in leading and influencing complex efforts that span multiple teams and functions.
Experience with Large Language Model (LLM) based support solutions and the application thereof.
Ability to distill complexity into simplicity, draw insights from data, and recommend and execute a path forward.
Ability to work with ambiguity, and manage through change.

Responsibilities

Work collaboratively with product teams and central gUP teams.
Drive operational and cost efficiencies via support workflow optimizations.
Leverage thoughtful AI and automation support to millions of users.
Partner with other consumer support managers (Chrome and non-Chrome) to provide support-driven insights into the product experience, and build better self-serve solutions for users.
Anticipate the impact of product launches on the Chrome support team and its users.
Streamline support preparation workflows and identify and address potential launch obstacles.
Manage complex and time-sensitive projects or escalations.
Maintain an understanding of product features and functionality to provide effective support.
Stay up-to-date with industry trends and best practices in product support and launch management.
Share best practices and insights with stakeholders across the organization, fostering a culture of continuous improvement.
Contribute to a positive and collaborative team environment.