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Form of workNote: By applying to this position you will have an opportunity to share your preferred working location from the following: Boulder, CO, USA; Atlanta, GA, USA.
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 2 years of experience in project or program management.
- Experience in analytics and troubleshooting.
Preferred qualifications:
- Experience in designing and delivering exceptional partner and user experiences.
- Ability to manage multiple, time-sensitive projects with competing priorities while working independently to drive projects to completion with minimal guidance and high attention to detail.
- Excellent problem-solving, strategic, and investigative skills, with the ability to draw insights from data and manage recommended actions.
- Excellent leadership skills, with the ability to manage complex projects with multiple stakeholders.
About the job
At gTech’s Users and Products team (gUP), our mission is to help users get the most out of Google. We represent Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences.
gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google’s consumer products ecosystem and enabling numerous launches for Google’s consumer products each year.
As a Product Support Manager, you will be supporting the Actions Center platform and Food teams. You will work closely with gTech Product Support Engineer, Product Manager, Engineer, Program Manager to define the user experience. You will be responsible to identify opportunities to improve the user engagement, aggregating feedback to address customer pain points, identifying policy and tooling gaps, and creating processes around feature request prioritization and vendor operations management.
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
- Oversee Consumer Support Operations for Actions Center verticals. Communicate user experience insights, build consensus, deliver, and drive decisions with various sized customer stakeholder groups.
- Implement process updates to meet compliance regulation requirements. Streamline processes and identify tooling opportunities to scale processes.
- Manage vendor operations and metric accountability.
- Facilitate quarterly planning with Actions Center and cross-functional stakeholders.
- Manage Client Relationship Management (CRM) setup, cases taxonomy, user issues, and resolution times.
