Product Support Manager, gTech Users and Products

Job description

Product Support Manager, gTech Users and Products

_corporate_fare_ Google _place_ Dublin, Ireland

**Mid**

Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

**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 consumer software or customer support operations.
+ Ability to draw insights from data, recommend a path forward, and manage across groups/through recommended actions.
+ Ability to effectively influence and communicate with multiple stakeholders at all levels of management.
+ Ability to manage multiple, time-sensitive projects with competing priorities while working separately to drive projects to completion with little guidance and high attention to detail.
+ Excellent verbal/written communication, people-management and problem-solving 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 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, you will play a pivotal role in shaping the support experience for the Google Account.

You will be the user, representing their feedback and issues to our Product and Engineering partners.

In this role, you will define and execute the support strategy for new product launches, monitor and escalate user-impacting issues, and deliver actionable insights to drive product improvements.

You will build and maintain collaborative relationships with cross-functional teams including Product Management, Engineering, and User Experience (UX) to influence product development and ensure a seamless user experience.

You will also manage and optimize our feedback operations and support channels to ensure we are capturing high-quality user insights and providing timely and effective support to our users.

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 ourvideo (https://www.youtube.com/watch?v=HcjR6ZngQcw) .

**Responsibilities**

+ Support product launches, escalate product issues, own insights reporting and influence action to address top user issues.
+ Maintain a pulse on user feedback, provide prompt and proper resolution of technical issues, and provide meaningful feedback to product teams to improve the user experience.
+ Leverage internal tools including AI, logs, and data to identify/troubleshoot/resolve issues and identify scalable solutions through tool or process improvements.

Collaborate with Support, Product and Engineering partners to ensure resolution of top user issues.
+ Envision, build, and lead operational processes and practices that drive efficiency, and optimal user experiences of gUP Core at scale, and maintain healthy support metrics.
+ Collaborate with the Operations team on feedback operations (e.g., issue taxonomy, quality audits, strategy) and feedback launch readiness to enable high quality user insights.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google'sApplicant and Candidate Privacy Policy (./privacy-policy) .

Google is proud to be an equal opportunity and affirmative action employer.

We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law.

See alsoGoogle's EEO Policy (https://www.google.com/about/careers/applications/eeo/) ,Know your rights: workplace discrimination is illegal (https://careers.google.com/jobs/dist/legal/EEOC_KnowYourRights_10_20.pdf) ,Belonging at Google (https://about.google/belonging/) , andHow we hire (https://careers.google.com/how-we-hire/) .

If you have a need that requires accommodation, please let us know by completing ourAccommodations for Applicants form (https://goo.gl/forms/aBt6Pu71i1kzpLHe2) .

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes.

Please do not forward resumes to our jobs alias, Google employees, or any other organization location.

Google is not responsible for any fees related to unsolicited resumes.
Google is proud to be an equal opportunity workplace and is an affirmative action employer.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

See also https://careers.google.com/eeo/ and https://careers.google.com/jobs/dist/legal/OFCCP_EEO_Post.pdf If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form: https://goo.gl/forms/aBt6Pu71i1kzpLHe2.

Required Skill Profession

Other General