Consumer Product Support Manager, gUP Search
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a technical project management or a customer-facing role.
Preferred qualifications:
- Experience in consumer software or customer support operations.
- Ability to manage multiple, time-sensitive projects with engaged priorities, working independently to drive projects to completion with little guidance and high attention to detail.
- Willingness and aptitude to dig into technical details and work with engineering/product teams on related tools and systems implementations and requirements.
- Structured, analytical thinking, with an ability to draw insights from data, recommend a path forward, and manage across groups/through recommended actions.
About the job
We're on a mission to delight the consumers who rely on our flagship products like Gmail, Assistant, Chrome and Google Play. We’re an operational team that focuses on delivering excellent customer care and being there for consumers when they need us most. Our team engages consumers across the globe through our online resources and communities, social outreach, and 1:1 care. We're looking for people with excellent analytical and communication skills who are passionate about the consumer and helping them get the most out of Google.
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: $114000 - $163000 (USD) + 15% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Serve as the point of contact and lead for PM/Eng partners on consumer support strategy and issues and represent gTech Users and Products (gUP) in cross-functional meetings.
- Support product launches, escalate product issues, own insights reporting and drive recommendations to drive actionability on addressing top user issues.
- Maintain a pulse on user feedback, provide prompt and proper resolution of technical challenges, and provide meaningful feedback to product teams to improve the user experience.
- Manage feedback operations (issue taxonomy, quality audits, strategy) and feedback launch readiness to enable high quality user insights.
- Lead strategic programs that integrate user voice across cross-functional teams and inform the product development lifecycle. Do so in close partnership with key Product and cross-functional decision makers Engineering, Product Management, UX, Analytics, Content, Technology, etc.
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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.
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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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