Product Support Manager, Privacy Sandbox
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in a customer-facing role.
Preferred qualifications:
- Experience in Consumer support operations and gathering insights.
- Experience drawing insights from data and managing recommended actions.
- Experience working across Consumer and Partner Support and developing support operations.
- Ability to examine technical details along with technological knowledge.
- Excellent project management skills and ability to independently manage multiple projects to completion.
- Excellent problem-solving skills combined with an attention to detail and ability to communicate effectively at different levels.
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). 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.
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
- Work with Product Managers (PMs)/Program Managers (PgMs) to define a strategy that addresses pre- and post-launch support needs. Work with other team members to enhance support and reporting through vendorization, tooling and automation.
- Collaborate with other gTech Users and Products (gUP) teams to build support collaterals and update our existing user support infrastructure (Help Center, Communities, Feedback Operations, Escalations), ensuring launch readiness.
- Provide L1 consultation for user issues and escalate where necessary, delivering resolution of them.
- Own reporting and drive recommendations for actionability on top user issues and feedback reports, including opportunities to close the loop with the web and adtech ecosystem.
- Design and lead support initiatives to complement the product roadmap, balancing short-and long-term business.
Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google's Applicant and Candidate Privacy Policy.
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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