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Product Support Manager, Gemini Internationalization, gReach Program for People with Disabilities (Japanese, English)

Tokyo, Japan (On-site)

Product Support Manager, Gemini Internationalization, gReach Program for People with Disabilities (Japanese, English)

1 Month ago • 5 Years + • Product Management

About the job

4 skills required for this role

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communication

market-fit

cross-functional

lqa

Job Description

As a Product Support Manager (PSM) for Gemini, you will play a crucial role in advocating for user experience improvements within the gReach Program, a 12-month paid upskilling program for industry professionals with disabilities. You will work closely with cross-functional teams to deliver key user insights, identify product issues, drive operational improvement initiatives, and ensure a seamless support experience for users globally. This involves analyzing data, translating trends into actionable insights, managing change, and collaborating with various departments (e.g., Engineering, Product Management, UX, Marketing) to address user needs and optimize product market fit. Your expertise in program management, support operations, and communication (both in Japanese and English) will be instrumental in ensuring the success of the gReach Program and promoting a user-centric approach within the Gemini team.

Must have:

Bachelor's degree or equivalent experience
5+ years in program management & support operations
Fluency in Japanese and English
Proven communication skills

Good to have:

Experience troubleshooting, process re-engineering
Service model innovation
Data analysis and insight generation
Change management and ambiguity tolerance

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Minimum qualifications:

Bachelor's degree or equivalent practical experience.
5 years of experience in program management and support operations.
Ability to communicate in Japanese and English fluently to interact with internal and external stakeholders.

Preferred qualifications:

Experience troubleshooting, including re-engineering processes, innovating service models.
Experience in data analysis and translating trends into powerful insights.
Ability to manage change management and ambiguity.

About the job

The gReach Program is a 12 months paid upskilling program for industry professionals with disabilities where participants will receive on-the-job-training and work on a range of projects. The goal of the gReach program is to provide participants from underrepresented groups with the opportunity to grow their career as professionals.

gTech Users and Products organization empowers Google’s ecosystem of products. We work across Sales and Product teams as well as end users of our products (like consumers and B2B partners) to make our diverse products work. We harness both technical expertise and large scale operations to bring the magic of Google support to our users and partners, globally. Our menu of services reflects the range of gUP’s core competencies that help products succeed or fail fast, bringing the best of Google to all users and getting products to market at an incredible scale.

As a Product Support Manager (PSM) for Gemini, you will deliver key user insights to advocate for product issue fixes and drive operational improvement initiatives. You will do this in collaboration with your direct team and cross-functional stakeholders.

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).

Responsibilities

Identify processes and systems to scale solutions and be a trusted advisor to our stakeholders to improve the user experience.
Identify and drive recommendations for operational improvements to provide seamless support experience to users globally.
Lead consumers by providing compelling insights, identify product losses and opportunities to improve product market fit.
Partner with Japan cross-functional groups (e.g., Engineering, Product Management, UX, Marketing) to address product issues and surface insights on where the needs of the consumer are front and center.
Partner with our global team to optimize processes and performance of Gemini Social Engagement Operations.

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About The Company

Google

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A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.