Product Support manager, gUP Play Customer Care Team
Job Summary
Job Description
- Bachelor’s degree or equivalent practical experience
- 5 years of experience in a technical project management or a customer-facing role
- Experience managing customer-facing projects
- Ability to manage multiple projects with engaging priorities while working independently
- Ability to draw insights from data
- Experience in the tech industry, particularly with Artificial Intelligence (AI) and automation technologies
2 skills required
Job Details
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.
To learn more about gTech, check out our .
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.
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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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