Product Support Manager, Google Store
About the job
SummaryBy Outscal
- 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
- Ability to manage multiple time-sensitive projects
- Excellent project/program management skills
- Data analysis skills for gaining insights
- Bonus
- Equity
- Benefits
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 .
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.
About The Company
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.
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