Product Support Manager, gUP Android Ecosystem

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 2 years of experience in product strategy, project/program management, process improvement, data analytics, or support operations.

Preferred qualifications:

• MBA, advanced degree, or Six Sigma certified.
• Experience in managing relationships with a network of stakeholders.
• Experience managing customer-facing projects, including gathering requirements, coordinating stakeholders, and delivering results.
• Experience managing help center support operations, and working with vendors.
• Ability to manage multiple, time-sensitive projects with engaged priorities while working independently to drive projects to completion with high attention to detail.
• Ability to draw insights from data, recommend a path forward, and project manage across the recommended actions.

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).

As a Product Support Manager (PSM) for Android, you will be helping users at scale. You will enjoy both landing new features to our users and working on improving their experiences for existing features so that they can get the most out of Android. You will drive solutions for problems affecting the Android user experience by leveraging operational and program management skills. You will work cross-functionally with other gUP teams to develop scalable support solutions and influence product strategy with product teams.

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

• Direct and execute a comprehensive support strategy for product launches, participating in trials to identify and address potential user issues.
• Own post-launch reporting and synthesize large, complex data sets into compelling user narratives. Utilize these insights to drive actionable product improvements.
• Triangulate and synthesize user feedback from multiple support channels to identify, organize, and escalate critical bugs, emerging issues, and feature requests.
• Establish relationships with product stakeholders and cross-functional teams to advocate for users and share best practices, fostering continuous improvement.
• Maintain expertise in evolving Android features and functionality, keeping abreast of industry trends. Evolve support channels and processes by integrating new technology, including AI.