Product Support Manager, gUP Consumer Payments
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a project management or a customer-facing role.
Preferred qualifications:
- Experience in Payments, or customer support operations, developing and improving processes.
- Experience in handling customers and advocating for user experience improvements. Ability to independently manage multiple, projects to completion.
- Excellent attention to detail, problem-solving skills and experience drawing insights from data and managing recommended actions, and ability to communicate effectively at different levels.
- Excellent project management ability with a tolerance for change management and ambiguity.
- Interest in technical details, with experience collaborating with engineering and product teams on tools, systems implementations, and requirements.
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 Product Support Manager for Consumer Payments, you will drive the consumer support strategy for one or more core components of the Google Pay and Wallet experiences. You will help shape a user centric support and enablement ecosystem that delivers a uniquely Google (i.e. personalized, humanized and connected) user experience.
In this role, you will influence product strategy through insights and stakeholder management, oversee the customer care experience for one or more features of Google Pay / Wallet, deliver operational excellence as you scale product support, and support business reviews for executive stakeholders. You will be diving into the UX, engineering and business challenges of your stakeholders and consumers. You will work strategically with product managers, team members across the Risk, Compliance, and Operations teams to deliver on the Consumer Payments support strategy.
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.
Responsibilities
- Own the support strategy for one or more core components of the Payments consumer experience. Represent gUP in cross-functional meetings.
- Define support strategy and prepare support across channels for all launches. Own insights reporting and drive recommendations for user issues and feedback reports.
- Understand user feedback, escalate issues, provide resolution of customer issues, and provide feedback to product teams to improve the user experience. Manage feedback operations and feedback launch readiness.
- Lead programs integrate user voices and inform the product development lifecycle. Design and lead support initiatives to complement the product roadmap, balancing term investments.
- Partner across different cross-functional groups at Google to support product launches globally, provide operational expertise to scale support, and create offering, where the needs of the consumer are front and center.
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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.
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