Product Support Manager, Play Commerce

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in a program management, consulting, or customer experience role.
  

Preferred qualifications:

• Ability to manage multiple, time-sensitive projects with competing priorities while working independently to drive projects to completion with minimal guidance and high attention to detail.
  
• Ability to draw insights from data, recommend a path forward, and project manage across groups/through recommended actions.
  
• Excellent problem-solving, strategic, and investigative skills.
  

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).

As a Product Support Manager on Play Commerce, you will work to advocate for your users, develop support strategy, deliver support, deliver on scaling the business via automation, and work closely with the Product Area to make our product better.

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.

Responsibilities

• Develop and evolve the user support experience strategy for Play Commerce by understanding product and market.
  
• Engage and partner with product decision-makers, cross-functional teams to communicate and realize product launch and support goals. Project manage launches with product teams, and regional support teams.
  
• Collaborate with Product and Engineering partners, and internal and external stakeholders to program manage launches and ensure support readiness.
  
• Lead initiatives to drive scale and efficiency across support operations and deliver an outstanding support experience through automation and self-service flows.
  
• Review user feedback, and provide insights to product teams to make Google products better for market users. Understand and deliver all aspects of customer support.