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Product Support manager, gUP Play Customer Care Team

Product Support manager, gUP Play Customer Care Team

1 Month ago • 5 Years + • Product Management

About the job

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cross-functional

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Job Description

The Product Support Manager at Google Play within gUP (gTech Users and Products) is responsible for delivering exceptional customer support, ensuring product launch readiness, identifying and escalating user issues, collaborating with cross-functional teams to analyze user data, overseeing support programs with third-party vendors, and managing key performance indicators. The role requires managing multiple projects, driving projects to completion with minimal guidance, and influencing product strategy. The ideal candidate is passionate about helping users at scale and possesses strong operational and program management skills. Responsibilities encompass understanding and improving customer support, managing feature launch requirements, collaborating with teams to act on user insights, and managing reporting and communications of KPIs.

Must have:

Bachelor's degree or equivalent experience
5+ years in technical project management or customer-facing role
Manage product launches and support channels
Identify and escalate user-reported bugs
Collaborate with cross-functional teams
Manage reporting and KPIs

Good to have:

Experience in tech industry, AI, automation
Experience managing customer-facing projects
Ability to manage multiple projects independently
Data analysis and insight generation

Perks:

Bonus
Equity
Benefits

Minimum qualifications:

Bachelor’s degree or equivalent practical experience.
5 years of experience in a technical project management or a customer-facing role.

Preferred qualifications:

Experience in the tech industry, particularly with Artificial Intelligence (AI) and automation technologies.
Experience managing customer-facing projects, including gathering requirements, coordinating stakeholders, and delivering results.
Ability to manage multiple projects with engaging 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.

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 Google Play, you are passionate about helping billions of users at scale. You enjoy both landing new features with our users and working on a project basis to solve problems leveraging your 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 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 .

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.

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

Understand and deliver all aspects of customer support. Continually strive to make customer support become a differentiator for Google.
Manage product or feature launch requirements and readiness among various support channels.
Identify and escalate user-reported bugs and issues.
Collaborate with cross-functional teams to analyze and act on user insights data. Oversee support programs in collaboration with Third Party (3P) vendor partners.
Manage reporting and communications of Key Performance Indicator (KPIs) and key Ops metric.

View Full Job Description

$106.0K - $156.0K/yr (Outscal est.)

$131.0K/yr avg.

Worldwide

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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.