Product Support Manager, Gemini App

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 2 years of experience in business, finance, consulting, analytics, project management, customer-facing roles, or other related fields.

Preferred qualifications:

• Experience troubleshooting, including re-engineering processes, innovating service models.
  
• Experience in data analysis and in translating data and trends into powerful insights.
• Knowledge of generative AI tools.
• Excellent verbal and written communication skills.
  
• Excellent project management skills with an ability for change management and ambiguity.

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 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 (PSM) for Gemini, you will support related product launches, deliver key user insights to help shape product strategy, and collaborate with Product Managers, Engineering, and various cross-functional teams to ensure product market fit, advance scaled support strategy, and explore cross-product innovation for seamless user experience.

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 $89,000-$127,000 + 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. 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

• Be a Gemini power user to advocate for users and effectively represent their issues to product and engineering teams.
  
• Lead the design and implementation of the consumer support strategy, identifying opportunities to scale solutions and acting as a trusted advisor to product teams.
  
• Drive key programs to integrate user insights throughout the product development lifecycle by partnering with cross-functional teams.
  
• Partner with various teams across the organization, including Engineering and Product Management, to ensure the needs of the consumer are the primary focus of product launches and support strategies.
  
• Identify and implement operational improvements to optimize support within the product area, also develop and lead support initiatives that align with the product roadmap.