Description

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 10 years of experience in people/program management and leading cross-functional initiatives.
• 3 years of experience in people management or in a leadership role.
• Experience managing social media and community support operations for global brands across one-to-many channels.

Preferred qualifications:

• Experience driving AI-led innovation and automation within support workflows, such as sentiment analysis, viral issue detection, and automated escalation workflows.
  
• Experience managing 24/7 incident response and crisis management in a high-visibility, rapid-response social environment.
  
• Experience overseeing and optimizing global vendor operations to meet performance KPIs.
• Ability to evaluate, test, and launch support footprints on emerging and decentralized platforms.
  
• Ability to influence product roadmaps and strategy by synthesizing community sentiment and user insights for Director and VP-level leadership.
• Excellent investigative skills with experience using social listening and community management tools to drive data-driven decision-making and operational efficiency.

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 manager of gTech Users and Products (gUP) Platforms and Devices (P&D) Social and Community Product Support you will lead a global team to define and execute support strategies across one-to-many channels, including emerging platforms like Discord and Reddit. You will focus on operational efficiency, partnering with cross-functional leadership to turn community sentiment into product improvements, and overseeing 24/7 incident management to safeguard brand reputation. You will advocate for the user voice at the executive level while optimizing vendor performance to enhance global user trust and satisfaction. You will also drive AI transformation within the team to supercharge execution and drive impact.

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 $174,000-$252,000 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

• Lead a global team to define objectives and key results (OKRs) and scale support across 1:M channels, aligning with broader P&D and gUP organizational goals.
• Partner with Marketing, PR, and Legal on launches and crises, while advocating for community insights to Product, Engineering, and VP-level leadership.
• Drive AI-led automation for sentiment analysis and operational efficiency, while expanding the brand's footprint onto emerging and decentralized platforms like Discord.
• Direct 24/7 incident management workflows to mitigate viral public relations (PR) risks and collaborate with vendor teams to optimize agent performance against key performance indicators (KPIs).
• Synthesize operational data and social listening trends into high-impact business reviews, actionable product roadmaps, and bug tracking.

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Requisition #: 84251624620335814

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