Consumer Product Support Manager, gUP Search

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in a technical project management or a customer-facing role.

Preferred qualifications:

• Experience in consumer software or customer support operations.
• Understanding of technical details with aptitude for collaborating with engineering/product teams on tools, systems and implementation requirements.
• Ability to manage multiple, time-sensitive projects separately, prioritizing effectively and driving completion with minimal support and exceptional attention to detail.
• Excellent structured and problem-solving skills, with the ability to derive insights from data, recommend actions and manage cross-functional execution.
• Excellent communication and people management skills with the ability to influence and engage stakeholders at all 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 various 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 Search, you will play a critical role in ensuring the success of Google’s products to users globally. You will represent all support matters with product and engineering partners as their main Point of Contact (POC). You will build and leverage detailed knowledge of our constantly evolving search products, define and guide the support strategy, and ensure that user feedback flows to the product team to fuel improvement and innovation.

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 $110,000-$157,000 + 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.

Responsibilities

• Lead as the primary Point of Contact (POC) for product manager, engineering partners on consumer support strategy, represent gUP in cross-functional meetings.
• Drive product launches, issue escalation, insights reporting and actionable recommendations to resolve top user concerns.
• Monitor user feedback, resolve technical issues promptly and deliver constructive insights to enhance product experience.
• Oversee feedback operations including taxonomy and quality strategy to maintain launch readiness and user insight quality.
• Drive strategic programs that integrate user perspectives across cross-functional teams, shaping the product development lifecycle in collaboration with key partners (Engineering, Product, UX, Analytcis, etc.).