Minimum qualifications:

• Program/project management and change management experience, including experience developing and executing projects with multiple stakeholders.
• Customer service experience, and experience working on/with product quality.

Preferred qualifications:

• Demonstrated ability utilizing consumer insights and data to drive action to improve the customer experience.
• Passion for consumers and consumer experiences.

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 the voice of 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.

The team is directly responsible for setting the user account support experience strategy for Google’s global, active account holders. As a Product Support Manager, you will support defining technical and operations strategies for all markets, build go-to-market plans, deliver local market insights, and identify new opportunities to improve cross-product/device Google account customer journeys. In this role, you will engage with wider gTech teams and product stakeholders to create a user centric support and enablement ecosystem that delivers a uniquely Google (i.e. personalized, humanized, and connected) user experience; stitching together the best of Google in a way that supports users getting the most out of their Google account.

In this role, you'll influence product strategy, prioritize projects and resourcing needs, and lead cross-functional projects and business reviews for stakeholders. You'll keep the big picture in focus while diving into the engineering and business challenges of your stakeholders and consumers.

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

• Understand and contribute to product vision and strategy for Google account experiences.
• Design and lead ongoing delivery to support a multi-year product roadmap, balancing short-and long-term goals and investments.
• Represent the voice of the user by providing insights, evolve the user journeys, and develop and improve the user experience strategy for Google product offerings, based on a deep knowledge of products and market landscapes.
• Partner closely across different cross-functional groups at Google (Engineering, Product Management, UX, Analytics, Content, Technology) that touch the Identity space to support the creation of a cohesive offering where the needs of the consumer are front and center.