Account Manager, Devices and Services Operations

Minimum qualifications:

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

Preferred qualifications:

• Experience with customer support operations.
• Experience in change management, ensuring adoption and measurement of post-release impact.
• Ability to build relationships with both business and engineering stakeholders.
  
• Excellent data-driven problem solving skills.
  
• Excellent written and verbal communication 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 team is responsible for leading the partnership between gUP’s Devices and Services, gUP’s Operations teams, and the gTech Users and Products (gUP) Customers and Markets team. You will partner and collaborate with Customers and Market’s and Operations stakeholders to understand their business challenges, identify opportunities, make recommendations, and coordinate and support the activation of new services to improve the customer support experience for their products. The team will build and strengthen connections between Devices and Services, gUP’s Operations teams, and all teams in Customers and Markets, including Technology, Analytics, Customer Experience, and Regulatory Strategy and Compliance.

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.

The US base salary range for this full-time position is $106,000-$156,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

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

• Manage the relationship with Customers and Markets Stakeholders, and be a stakeholder advocate and represent the needs and plans of stakeholders to the appropriate teams.
  
• Represent the full stack of Customers and Markets services and advocate for consistent, user-centric solutions on design teams.
  
• Communicate and align on upcoming Customers and Markets launches to stakeholder teams to ensure operations continuity.
  
• Create joint business plans that capture the business ambitions for Devices and Services, gUP Operations, and the cross-functional initiatives required to achieve them.
  
• Drive improvement initiatives and new product launches.