Product Support Manager, gTech Users and Products - Google
Sunnyvale, CA
About the Job
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a customer-facing, operations management or program management role.
- Experience with project management, cross-functional collaboration, and stakeholder influencing.
Preferred qualifications:
- 5 years of experience delivering customer support improvement projects for consumer products.
- 5 years of experience utilizing customer data and feedback across a variety of sources to develop insights that drive strategic decisions.
- Experience creating scalable processes and best practices.
- Experience with assistive technologies and supporting those with disabilities/accessibility needs.
- Ability to take ownership, prioritize, and drive success within ambiguous environments with limited guidance.
- Excellent communications skills, with the ability to structure a compelling story-line that brings data and insights to life.
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 video.
Responsibilities
- Define, drive, and optimize the accessibility support strategy and operations, leveraging support team members and Google technologies, and ensure accessibility support in feedback management, agent training, quality, performance, and effective escalation of issues.
- Drive programs to help Google meet accessibility support compliance requirements, coordinate and work with cross-functional gTech teams including vendor management, content, technology and localization to deliver support.
- Liaise and collaborate across Google products for Accessibility support, serve as the POC, and lead for partners across Google products on support strategy/issues.
- Own all insights reporting and drive recommendations, maintain user feedback, provide prompt and proper resolution of technical challenges, and provide feedback to product teams to improve the user experience.