Description

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 5 years of experience in a technical project management or a customer-facing role.
  
• Experience with process improvement.

Preferred qualifications:

• Master's degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
  
• Certifications in Process Improvement (e.g., Six Sigma).
• 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
  
• Ability to streamline processes and implement workflows designed to increase efficiency.
• Ability to manage multiple, time-sensitive projects with competing priorities while working to drive projects to completion attention to detail.
• Excellent project or program management, communication and investigative skills, leading and implementing projects with cross-functional teams.

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).

Team mission is to serve as the bridge between Google Fi's ambitious product goals and the execution of flawless user support. We transform the user experience by leveraging the User, deploying Agentic AI, and driving operational efficiency that directly supports Google Fi's growth and key success metrics. The overview of The gUP platforms and devices (P&D) Google Fi team is entering a transformative phase in 2026. We are moving beyond traditional support models to build an ecosystem that supports the product areas's goals and deploys gUP's latest capabilities. Our team is responsible for integrating next-generation AI to revolutionize self-service, while simultaneously preparing the infrastructure for critical Product Area launches. We partner with Product, Engineering, and gUP teams to provide high-quality support experiences, enhance the user experience through predictive modeling, resolve troubled user journeys, and ensure that every support interaction whether automated or human - contributes to Google Fi's success.

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 $110,000-$157,000 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

• Partner with the Google Fi product area and product validation (PV) teams as well as across other functions to take ownership of and enhance specific user experience for critical user journeys, targeting improvements in key performance metrics.
• Identify and address systemic issues, partner with internal and product teams to implement product, policy, process and tooling improvements
• Provide operational experience and channel the customer to scale product support and feature launches provide self help options through e.g., generative AI solutions.
• Enhance customer support data analysis to gain insights.
• Collaborate with the product area PMs and Eng (and Marketing, PR, Legal, etc.) and gUP cross-functional teams to develop and implement the support strategy for critical user journeys you own and address immediate support needs and develop systemic solutions for recurring issues.

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Requisition #: 103222919026352838

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