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Product Support Manager, Google Store

Product Support Manager, Google Store

1 Month ago • 2 Years + • Product Management

About the job

3 skills required for this role

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cross-functional-collaboration

cross-functional

lqa

Job Description

The Product Support Manager at the Google Store will partner with product teams to enhance customer journeys, focusing on commerce and post-purchase experiences. Responsibilities include identifying and addressing systemic issues, collaborating with internal and product teams to improve processes, scaling product support, enhancing data analysis, and working with cross-functional teams (Transportation, Reverse Logistics) to resolve immediate and recurring issues. The role requires strong project management, cross-functional collaboration, and communication skills. Success hinges on improving post-purchase experiences and service delivery.

Must have:

Bachelor's degree or equivalent experience
2+ years in project management or customer-facing role
Project management, cross-functional collaboration
Stakeholder influencing, process streamlining
Excellent written and verbal communication

Good to have:

Ability to manage multiple time-sensitive projects
Excellent project/program management skills
Data analysis skills for gaining insights

Perks:

Bonus
Equity
Benefits

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Minimum qualifications:

Bachelor’s degree or equivalent practical experience.
2 years of experience in a project management or a customer-facing role.
Experience with project management, cross-functional collaboration, and stakeholder influencing.

Preferred qualifications:

Ability to streamline processes and implement workflows designed to increase efficiency.
Ability to manage multiple time-sensitive projects with competing priorities while working independently to drive projects to completion with attention to detail.
Excellent project or program management skills, with the ability to lead and implement high-impact projects with cross-functional teams.
Excellent written and verbal communication and analytical 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).

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 .

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 .

Responsibilities

Partner with product vertical teams across functions to take ownership of and enhance specific customer journeys in the areas of commerce and post-purchase experiences.
Identify and address systemic issues, partner with internal and product teams to implement product, policy, tooling, and process improvements that lead to poor post purchase experiences.
Provide operational knowledge to scale product support, feature launches, and overall service delivery improvement.
Enhance customer support data analysis to gain insights.
Collaborate with Transportation, Reverse Logistics, and other cross-functional teams to address immediate support needs and develop systemic solutions for recurring issues.

View Full Job Description

$85.5K - $125.0K/yr (Outscal est.)

$105.3K/yr avg.

Worldwide

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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.