Product Support Manager, gUP, Shopping Support Operations

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 operations management or product support.
• Experience in leading and collaborating efforts that span multiple teams and functions.
• Ability to distill complexity into simplicity, draw insights from data, and recommend and execute a path forward.
• Ability to manage through change, demonstrating a degree of comfort with ambiguity.

About the job

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.

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

• Drive operational and cost efficiencies via support workflow optimizations.
• Partner with product-facing Product Support Managers (PSMs) to provide support-driven insights into the product experience, and building better self-serve solutions for users.
• Manage complex and time-sensitive support escalations.
• Own agent-facing support documentation and agent training for Google's Shopping products, including Google Business Profile.