Product Support Manager, gTech Users and Products

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in a project management or a customer-facing role.

Preferred qualifications:

• Experience in designing and delivering user experience.
• Ability to manage multiple, time-sensitive projects with engaging priorities while working to motivate projects to completion with minimum guidance and high attention to detail.
• Ability to collaborate, build consensus, deliver, and motivate decisions with various sized stakeholder groups across multiple regions.
• Excellent problem-solving, investigative and troubleshooting skills, with the ability to draw insights from data and manage recommended actions.
• Excellent communication, people management and problem solving skills.
• Excellent leadership and project 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).

The gUP Identity and Counter Abuse team provides end-to-end Identity and Security consumer support experiences at scale, across products and channels, to earn user's trust, protect user's online identity, and helping them get the most out of Google.

In this role, you will design identity and account security consumer support experiences across products. You will be delivering helpful and personalized experiences to improve account access at scale while protecting user online identity.

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

• Represent the user by providing insights, feedback, and quantitative or qualitative analysis to the Core Product area. Develop and evolve the user experience strategy based on a understanding of products and market landscapes.
• Leverage internal tools, logs and data to identify, troubleshoot or resolve issues and identify scalable solutions through tool or process improvements.
• Engage and partner with key product selection makers to communicate and realize feature launch and support goals. Manage the launches with cross-functional stakeholders and communicate with internal teams and external partners.
• Lead innovation programs, including piloting new processes, support channels and process optimization, while measuring or motivating international product goals.
• Collaborate with Support, Product and Engineering partners to motivate proposals that improve the end user experience and ensure resolution of top user issues.