Product Support Manager, Privacy Sandbox
Job Summary
Job Description
The Product Support Manager, Privacy Sandbox role within Google's gTech Users and Products (gUP) team focuses on advocating for user experiences across Google's product ecosystem. Responsibilities include defining support strategies (pre and post-launch), collaborating with other teams to enhance support infrastructure (Help Center, Communities, etc.), providing L1 user consultation and escalation, owning reporting and driving actionable recommendations on user issues, and designing support initiatives aligned with the product roadmap. The position requires strong project management, problem-solving, and communication skills, along with experience in customer-facing roles and data analysis. The ideal candidate will possess technical knowledge and the ability to collaborate effectively across various teams within Google.
Must have:
- Bachelor's degree or equivalent experience
- 5+ years customer-facing experience
- Excellent project management skills
- Strong problem-solving and communication skills
- Experience with data analysis and reporting
Good to have:
- Experience in consumer support operations
- Experience working across consumer and partner support
- Ability to examine technical details
- Experience in vendorization, tooling, and automation
Perks:
- Bonus
- Equity
- Benefits
3 skills required
Job Details
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in a customer-facing role.
Preferred qualifications:
- Experience in Consumer support operations and gathering insights.
- Experience drawing insights from data and managing recommended actions.
- Experience working across Consumer and Partner Support and developing support operations.
- Ability to examine technical details along with technological knowledge.
- Excellent project management skills and ability to independently manage multiple projects to completion.
- Excellent problem-solving skills combined with an attention to detail and ability to communicate effectively at different levels.
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 $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 .
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
- Work with Product Managers (PMs)/Program Managers (PgMs) to define a strategy that addresses pre- and post-launch support needs. Work with other team members to enhance support and reporting through vendorization, tooling and automation.
- Collaborate with other gTech Users and Products (gUP) teams to build support collaterals and update our existing user support infrastructure (Help Center, Communities, Feedback Operations, Escalations), ensuring launch readiness.
- Provide L1 consultation for user issues and escalate where necessary, delivering resolution of them.
- Own reporting and drive recommendations for actionability on top user issues and feedback reports, including opportunities to close the loop with the web and adtech ecosystem.
- Design and lead support initiatives to complement the product roadmap, balancing short-and long-term business.
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