Google creates products and services that make the world a better place, with gTech supporting customers globally through technical expertise and product knowledge. The Product Support Manager will develop user support strategies for Play, improve products through user feedback, lead AI and automation initiatives, coordinate product launches, and manage software issues and operational reporting.
Develop and evolve the overall user support strategy by deeply evaluating product and market dynamics to continuously identify and implement innovative, industry leading approaches
Collaborate closely with cross functional teams to analyze incoming user feedback, systematically translating critical insights into actionable recommendations that drive valuable, continuous product and user experience improvements
Lead strategic operational initiatives to boost efficiency and scalability by leveraging data analytics and diagnostic tools to build and deliver sustainable AI, automation, and self service workflows
Align with key product, engineering, and support partners to define launch strategies, managing critical project timelines and requirements so all support channels are fully prepared for releases
Oversee end to end issue management workflows, promptly identifying and escalating user reported software bugs while directing comprehensive cross functional program communications and detailed operational performance reporting
Qualification
Required
Bachelor's degree or equivalent practical experience
2 years of experience in a project management or a customer-facing role
Preferred
Experience in the tech industry, particularly with AI and automation technologies
Experience managing customer-facing projects, including gathering requirements, coordinating stakeholders, and delivering results
Experience with Automation and Operational efficiency
Benefits
15% bonus target
Equity
Benefits
Google specializes in internet-related services and products, including search, advertising, and software. It is a sub-organization of Alphabet.
