Product Support Manager, Privacy Sandbox
Job Summary
Job Description
The Product Support Manager, Privacy Sandbox, at Google's gTech, will work with Product/Program Managers to define pre- and post-launch support strategies. Responsibilities include enhancing support and reporting via vendorization, tooling, and automation; collaborating with gUP teams to build support materials and update user support infrastructure; providing L1 consultation and escalation; owning reporting and driving actionable recommendations on user issues and feedback; and designing and leading support initiatives aligned with the product roadmap. The role requires strong problem-solving skills, excellent communication, and experience in customer-facing roles and data analysis.
Must have:
- Bachelor's degree or equivalent experience
- 5+ years customer-facing experience
- Experience in consumer support operations
- Excellent project management skills
- Strong problem-solving and communication skills
Good to have:
- Experience drawing insights from data
- Experience working across Consumer and Partner Support
- Technical knowledge and ability to examine technical details
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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