Google Inc.
Consumer Product Support Manager, gUP Search
Google Inc., San Francisco, California, United States, 94199
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 Product Support Manager for Search, you will play an important role in ensuring the success of Google’s products to users globally. You will represent all support matters with product and engineering partners as their main Point-of-Contact (POC). You will build and leverage detailed knowledge of our evolving search products, define and guide the support strategy, and ensure that user feedback flows to the product team to fuel improvement and innovation. 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. Responsibilities
Lead as the primary POC for product managers and engineering partners on consumer support strategy; represent gUP in cross-functional meetings. Drive product launches, issue escalation, insights reporting and recommendations to resolve user concerns. Monitor user feedback, resolve technical issues and deliver insights to enhance product experience. Oversee feedback operations including taxonomy and quality strategy to maintain launch readiness and user insight quality. Drive programs that integrate user perspectives across cross-functional teams, shaping the product development life cycle in collaboration with key partners. 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. Understanding of technical details with the ability to collaborate with engineering/product teams on tools, systems and implementation requirements. Ability to manage multiple projects and drive completion with attention to detail. Excellent problem-solving skills, with the ability to derive insights from data, recommend actions and manage cross-functional execution. Excellent communication and people management skills with the ability to influence and engage stakeholders at all levels. Location and compensation
The US base salary range for this full-time position is $110,000-$157,000 plus bonus, equity, and benefits. Salary ranges are determined by role, level, and location, and individual pay is influenced by location and other factors including skills, experience, and education. Your recruiter can share the specific salary range for your preferred location during the hiring process. Please note that compensation details reflect base salary only and do not include bonus, equity, or benefits. Learn more about benefits at Google. Other information
Google is an equal opportunity and affirmative action employer. We are committed to a workforce representative of the users we serve, with a culture of belonging and 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, or any other basis protected by law. See Google’s EEO Policy and related resources for more information. Google is a global company and English proficiency is a requirement for all roles unless stated otherwise in the job posting. To all recruitment agencies: Google does not accept agency resumes. Do not forward resumes to our jobs alias or Google employees. Google is not responsible for any fees related to unsolicited resumes.
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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 Product Support Manager for Search, you will play an important role in ensuring the success of Google’s products to users globally. You will represent all support matters with product and engineering partners as their main Point-of-Contact (POC). You will build and leverage detailed knowledge of our evolving search products, define and guide the support strategy, and ensure that user feedback flows to the product team to fuel improvement and innovation. 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. Responsibilities
Lead as the primary POC for product managers and engineering partners on consumer support strategy; represent gUP in cross-functional meetings. Drive product launches, issue escalation, insights reporting and recommendations to resolve user concerns. Monitor user feedback, resolve technical issues and deliver insights to enhance product experience. Oversee feedback operations including taxonomy and quality strategy to maintain launch readiness and user insight quality. Drive programs that integrate user perspectives across cross-functional teams, shaping the product development life cycle in collaboration with key partners. 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. Understanding of technical details with the ability to collaborate with engineering/product teams on tools, systems and implementation requirements. Ability to manage multiple projects and drive completion with attention to detail. Excellent problem-solving skills, with the ability to derive insights from data, recommend actions and manage cross-functional execution. Excellent communication and people management skills with the ability to influence and engage stakeholders at all levels. Location and compensation
The US base salary range for this full-time position is $110,000-$157,000 plus bonus, equity, and benefits. Salary ranges are determined by role, level, and location, and individual pay is influenced by location and other factors including skills, experience, and education. Your recruiter can share the specific salary range for your preferred location during the hiring process. Please note that compensation details reflect base salary only and do not include bonus, equity, or benefits. Learn more about benefits at Google. Other information
Google is an equal opportunity and affirmative action employer. We are committed to a workforce representative of the users we serve, with a culture of belonging and 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, or any other basis protected by law. See Google’s EEO Policy and related resources for more information. Google is a global company and English proficiency is a requirement for all roles unless stated otherwise in the job posting. To all recruitment agencies: Google does not accept agency resumes. Do not forward resumes to our jobs alias or Google employees. Google is not responsible for any fees related to unsolicited resumes.
#J-18808-Ljbffr