Product Support Manager, gUP Platforms and Devices Google Store and Fi

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in a project/program management, consulting, or client facing role.

Preferred qualifications:

• Ability to manage multiple, time-sensitive projects with competing priorities while working independently to drive projects to completion with guidance and high attention to detail.
• Ability to streamline complex processes and implement workflows designed to increase efficiency.
• Excellent project or program management skills, leading and implementing high-impact projects with cross-functional teams.
• Excellent written and verbal communication and investigative skills.

About the job

The Google Users and Products (gUP) team is dedicated to advocating Google's users by creating helpful and trusted experiences. Our work exists at the exciting intersection of technology and operations, where we strive daily to support and delight customers of the Google Store and Google Fi. We foster a collaborative and engaging culture, creating an environment where every team member is empowered to do their best work.

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 $114,000-$163,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. 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

• Collaborate with the Product and cross-functional teams to manage and optimize customer journeys, with a focus on commerce and post-purchase interactions.
• Identify and resolve systemic obstacles by partnering with product and internal teams to improve tools, policies, and processes.
• Own and drive operational product support, manage all feature rollouts, and advocate continuous improvements in service delivery.
• Strengthen customer support by improving tooling and empowering service agents.
• Engage with teams like Reverse Logistics and Transportation to mitigate immediate support gaps and establish systemic, repeating problem fixes.