Product Support Manager, gTech Users and Products

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in a project management or a customer-facing role.
  
• 5 years of experience in a customer-facing role working with stakeholders, driving customer technical implementations, or transformation of programs.
  

Preferred qualifications:

• 7 years of experience in designing and delivering user experiences
  
• Experience drawing insights from data and managing recommended actions, with excellent problem-solving, strategic, and analytical skills.
  
• Ability to manage multiple, time-sensitive projects with engaging priorities while working separately to drive projects to completion with minimum guidance and attention to detail.
  
• Excellent leadership skills, with the ability to manage projects independently with multiple stakeholders.
  

About the job

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).

In this role, that will be supporting the Real World Journeys (RWJ) team. You will work closely with gTech Product Solutions Engineers, Product Management, and Business Development to define the user experience. This is an extensive set of responsibilities, ranging from identifying opportunities to improve user engagement, aggregating feedback to address customer pain points, improving policy and tooling gaps, and creating processes around feature request prioritization and vendor operations management.

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.

The US base salary range for this full-time position is $106,000-$156,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Oversee Partner Support Operations for Real World Journeys verticals, encompassing Food, Appointments Redirect, Things to Do (TTD), Events, and those that mature through Vertical Factory.
  
• Execute scaled partner onboarding objectives and process updates to achieve operational objectives and compliance regulation requirements.
  
• Collaborate cross-functionally to ensure product feature supportability and ongoing stakeholder management.
  
• Streamline processes, identify scaling opportunities, and manage vendor operations/metrics.
  
• Advocate for partners, aligning decisions to resolve issues and facilitate quarterly planning. Manage setup, cases, and communicate/drive decisions based on user experience insights.