Product Support Manager, gUP Chrome Consumer
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 2 years of experience in a technical project management or a customer-facing role.
Preferred qualifications:
- Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
- 5 years of experience managing projects or programs.
- 5 years of experience in a consulting or client-facing role.
- 5 years of experience in operations management (e.g., process improvement, operational reviews, optimizing workflows, etc.).
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).
As a gUP Chrome Consumer Product Support Manager (PSM), you will serve as the ultimate user advocate, driving data-informed decisions to improve the browsing experience for billions of users. Operating at the intersection of product and support strategy, your role centers on two primary pillars: a) proactive issue resolution, and b) timely user education. By listening to the "heartbeat" of the user voice, you will anticipate friction points and help product/support teams "see around the corner." This is a high-impact opportunity to leverage data-driven strategy and collaborate across Google to shape a more seamless Chrome web ecosystem.
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.
US: $92000 - $130000 (USD) + 15% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Develop and execute a comprehensive support strategy for product launches.
- Anticipate the impact of launches on the Chrome team and collaborate to develop effective support strategies.
- Work collaboratively with product teams to derive actionable insights from post-launch reporting, ensuring continuous product enhancement.
- Maintain a deep understanding of product features and functionality to provide effective support.
- Build strong relationships with cross-functional teams to ensure seamless collaboration and successful product/support launches.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.