Search Consumer Product Support Manager - Google
Boulder, CO
About the Job
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in project management or a customer-facing role.
Preferred qualifications:
- Experience in consumer software or customer support operations.
- Ability to manage multiple, time-sensitive projects with competing priorities while working independently to drive projects to completion with little guidance and high attention to detail.
- Ability to draw insights from data, recommend a path forward, and manage across groups/through recommended actions, with structured and problem solving thinking.
- Ability to dig into technical details and work with engineering/product teams on related tools and systems implementations and requirements.
- Ability to effectively influence and communicate with multiple stakeholders at all levels of management.
- Excellent communication and people management 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 video.
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 benefits at Google.
Responsibilities
- Serve as the point of contact and lead for Product Management/Engineering partners on consumer support strategy and issues and represent gUP in cross-functional meetings.
- Support product launches, escalate product issues, own insights reporting and drive recommendations to drive actionability on addressing user issues.
- Maintain a pulse on user feedback, provide prompt and proper resolution of technical challenges, and provide meaningful feedback to Product teams to improve the user experience.
- Manage feedback operations (e.g., issue taxonomy, quality audits, strategy) and feedback launch readiness to enable high quality user insights.
- Lead strategic programs that integrate across cross-functional teams and inform the product development lifecycle. Partner with key product and cross-functional decision makers Engineering, Product Management, UX, Analytics, Content, Technology, etc.
