Product Support Manager, gTech Users and Products Editors

New York, NY, USA

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a project management, analytical role, or similar.

Preferred qualifications:

• Ability to communicate plans with attention to detail.
• Ability to establish trusted relationships across organizational boundaries and influence without having direct authority.
• Ability to think strategically while balancing a broad range of internal and external factors when identifying problems, proposing solutions, and making decisions.
• Excellent problem-solving, stakeholder management, critical thinking, and analytical skills, with experience in applying project management techniques.
• Excellent verbal and written communication skills, with the ability to communicate with multiple and diverse stakeholders across businesses, leadership, and teams.
• Excellent organization and adaptability skills, with the ability to navigate ambiguity and change.

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).

Within gTech Users and Products (gUP), the gUP Cloud Support team works with consumers, enterprise, and users across a space of multiple products including Google Workspace, Registry, and Edu products. The team supports users via a mix of scaled and high touch support channels. Offering different channels for users to get in touch allows them to get help where and when they need it, based on their engagement preference and findability.

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 $106,000-$156,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. 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

• Build relationships with stakeholders across product management, engineering, UX researcher, program manager, cloud support, marketing. 
• Understand the Editors product strategy and align the team’s ideas and strategy to best support the product area needs. 
• Advocate for all end users (e.g., consumers, enterprise) with product area stakeholders by synthesizing data across all support channels, conducting user research, extracting key insights to influence early stage product development. 
• Lead support operations, in particular, driving down feedback report volume by focusing on top user issues (TUIs).
• Collaborate with team members (e.g., Product Support Managers on gUP Cloud team) to deliver support operations for users, cultivating a positive team culture with psychological safety.

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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an 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 (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Google is a global company and, in order to facilitate efficient collaboration and communication globally, 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. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.