Product Support Manager, Play Monetization

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 on Play, you are passionate about helping billions of users at scale. You will work to advocate for the users, develop support strategy, deliver support, deliver on scaling the business via automation and AI, and work closely with the product areas to make our product better. You enjoy both landing new features with our users and working on a project basis to solve problems leveraging your analytical, operational, and program management skills. You grow by influencing product strategy, developing solutions, helping onboard new users, optimizing workflows, and providing technical implementation services to our users. You will improve and leverage various channels collecting users’ feedback in our product and be able to advocate to resolve the complex issues impacting users.

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $92000 - $130000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• 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.

Minimum qualifications:

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

Preferred qualifications:

• 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.