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Form of workMinimum 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 business process mapping, while leading and implementing high-impact projects with cross-functional teams.
- Experience in financial services industry.
- Ability to manage multiple, time-sensitive projects and drive to completion with attention to detail.
- Ability to streamline complex processes and implement workflows designed to increase efficiency.
- Excellent project/program management skills.
- Excellent written/verbal communication, people management, and problem-solving skills.
About the job
In gTech’s Users and Products team (gUP), we represent the Google's users across countries, cultures, incomes and identities. We share user insights within and across Google, and provide services to product teams.
The Payments team helps make money simple, helpful, and accessible for everyone. To achieve that, we’re focusing on building user experiences to promote financial access and opportunity. This includes scaling the Payments Platform, growing the number of Google Pay and Wallet users, and laying the foundation for extending Google Pay and Wallet to more countries.
As a Product Support Manager for Payments, you will drive the support strategy for one or more critical components of the consumer experience. You will help shape a user centric support and enablement ecosystem (i.e., personalized, humanized and connected) user experience.
In this role, you will influence product strategy through strategic insights and stakeholder management, oversee the customer care experience for one or more features of the product, and deliver operational excellence to scale Product Support. You will drive the user experience, engineering and business issues of the stakeholders and consumers. You'll deliver on the Product Support strategy by partnering strategically with global cross-functional stakeholders including Product Management, Engineering, Technical Program Management, User Experience, Business Development, Marketing, Risk, Tools, Content, Analytics and Operations team.
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.
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
- Support the strategy and delivery of the customer care experience for users payments, including processes, innovating service models, overseeing vendor operations in partnership with our vendor managers, and driving exceptional customer satisfaction.
- Maintain a pulse on user feedback, ensure resolution for user issues, and provide meaningful insights to product teams to improve the user experience.
- Provide strategic insights and lead continuous improvement efforts in customer service and operations.
- Develop systems and protocols to drive quality while removing inefficiencies and cost from operations. Provide operational expertise to scale Product Support, feature launches and localizing products.
- Understand and anticipate operational risks. Drive alignment with other teams to ensure a consistent user experience and an efficiently run operation across markets.
