Cloud Product Support Manager, gTech Users and Products

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 2 years of experience with user insights or in an analytical role.
  
• Experience in project management.
  

Preferred qualifications:

• Experience communicating clearly and effectively with multiple and diverse stakeholders across businesses, leadership, and teams.
  
• Excellent problem-solving, critical thinking, and analytical skills and experience in applying project management techniques.
  
• Ability to think strategically, balancing a broad range of internal and external factors when identifying problems, proposing solutions, and making decisions.
• Strong attention to detail balanced by the ability to envision and communicate the “big picture.”
  
• Ability to manage ambiguity and change.
• Stakeholder management skills with the ability to establish trusted relationships across organizational boundaries and influence without having direct authority.
  

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, you'll play a critical role in ensuring that users get the most from the product and are prepared for the critical product launches. You'll advocate for the user, representing gTech Users and Products to our stakeholders. You’ll support Product Area (PA) stakeholders via a mix of operational and strategic projects. You'll work closely with gTech Users and Products cross-functional partners, in addition to partners across the Cloud PA, to ensure we are supporting our PA beyond organizational boundaries.

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

• Establish strong relationships with stakeholders across Product Management, Engineering, UXR, Program Management, Cloud Support, Marketing.
  
• Understand the Workspace product strategy and align our gUP team’s vision and strategy to best support the Product Area (PA) needs.
  
• Advocate for all end users (consumers, edu, enterprise) with our PA stakeholders by synthesizing data across all of our support channels, conducting user voice deep dives, extracting key insights to influence early stage product development.
  
• Lead support operations driving down the feedback report volume by focusing on our top user issues (TUIs).
  
• Collaborate closely and effectively with your team members (Product Support Managers on gUP Cloud team) to deliver support operations for our users, and cultivate a positive team culture.