Description

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 8 years of experience in a project management or a customer support operations role.

Preferred qualifications:

• Experience in the Play Ecosystem.
• Experience developing and implementing strategies that leverage AI and AI-powered tools (e.g., Agentic AI) in a support context.
• Experience launching and supporting consumer software, or subscription products.
• Experience presenting to and influencing cross-functional teams, with excellent stakeholder management and influencing skills.
• Expertise in translating data and user feedback into actionable product improvements and strategic recommendations.
• Ability to grow in a fast-moving, ambiguous environment, leading complex, cross-functional projects.

About the job
The gTech Users and Products (gUP) organization's mission is to advocate Google's users by creating helpful and trusted experiences across the product ecosystem. As the gUP Play Store, consumer Games, and Books team, our goal is to ensure successful and positive experiences for consumers and partners. We drive Google Play's support evolution by deploying next-gen AI and infrastructure for upcoming launches. Partnering across product area lines, we use predictive modeling to solve complex journeys and elevate the support experience, ensuring every interaction contributes to long-term product 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 $141,000-$204,000 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

• Develop and evolve the user support experience strategy for Play Games by developing an understanding of the product and markets.
• Partner with product decision-makers and cross-functional teams to communicate and realize product launch and support goals. Manage the launch of products and ensure 100% support readiness.
• Lead initiatives to drive scale and efficiency across support operations and deliver a support experience through automation and self-service flows.
• Review user feedback, and provide meaningful insights to product teams to make Google products better for market users. Understand and deliver all aspects of customer support. Strive to make product support so that customer service becomes a differentiator for Google.
• Leverage internal tools, logs, and data to identify, troubleshoot, and resolve issues and identify scalable solutions through tool or process improvements.

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Requisition #: 107221009861354182

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