Description

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:

• MBA or Master's degree in a Management or a related field.
• Experience in customer support operations.
• Experience in managing relationships with a wide network of stakeholders with minimal guidance.
• Experience in a client facing role.
• Ability to manage complex projects with multiple stakeholders.
  

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 Google One Product Support Manager (PSM) leading support operations for AI subscriptions, you will influence cross-functional teams to provide premium support experiences to the most active and engaged Google consumers. You will collaborate with other PSMs to share insights about member experiences to product teams and cross-functional stakeholders to improve support and product quality.

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 $114,000-$163,000 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

• Oversee 1:1 support operations (phone, email, chat) performance against targets (e.g., customer satisfaction, resolution rate, service level, etc.).
• Coordinate response to escalations and provide guidance on bug creation, user communication and leadership updates.
• Lead projects to change aspects of 1:1 operations, while coordinating with cross-functional stakeholders, including vendor teams.
• Manage and provide updates required for volume forecasting processes to enable efficient staffing and service level performance.
• Collaborate with internal stakeholders to define and prioritize tools and product features required to improve internal processes and user experiences.

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Requisition #: 101807467725234886

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