Product Support Manager, gUP DSPE Health and Home

Minimum qualifications:

• Bachelor's degree in Engineering or equivalent practical experience.
• 2 years of experience in Product, Program, or Project Management within a customer care experience capacity.
  
• Experience with Product, Engineering, and Program Management teams to build/deliver a customer support strategy.
• Experience with problem resolution, root cause analysis, and corrective actions.

Preferred qualifications:

• Experience in driving projects to completion with minimal guidance.
  
• Experience in consumer hardware or customer support operations.
• Experience in managing relationships with external partners.
• Ability to manage projects 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).

As a Product Support Manager on gTech Users and Products (gUP) Device, Services, Platforms, and Ecosystems (DSPE) Health and Home, you will be passionate about helping users at scale. You will land new features with our users and working on a project basis to solve problems leveraging your investigative, operational, and program management skills to the team, including influencing product strategy, developing scalable product solutions, helping onboard new users, optimizing workflows, and providing technical implementation services to our users, with the goal of delivering actual outcomes.

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 $85,500-$125,000 + 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

• Build and maintain product knowledge.
• Use data on their own and proactively optimize existing processes and develop new processes and infrastructure to improve internal efficiency, user satisfaction, and product experience.
• Learn and build expertise in new processes and applications. Compile, analyze, and report on key business metrics.
• Maintain a pulse on user feedback and trends through various reports and analysis to drive product and user success with relevant cross-functional teams. Provide Product Management, Sales Operations and related teams feedback on opportunities to improve product design.
• Ensure support readiness for all product and support launches.