Ensure the success of Google's products to users globally by representing all support matters with product and engineering partners, building and leveraging detailed knowledge of evolving search products, defining and guiding the support strategy, and ensuring user feedback flows to the product team to fuel improvement and innovation.
Requirements
- 5 years of experience in a technical project management or a customer-facing role.
- Understanding of technical details with the ability to collaborate with engineering/product teams on tools, systems and implementation requirements.
- Ability to manage multiple projects and driving completion with minimal support alobg with attention to detail.
- Excellent problem-solving skills, with the ability to derive insights from data, recommend actions and manage cross-functional execution.
Responsibilities
- Drive product launches, issue escalation, insights reporting and recommendations to resolve user concerns.
- Monitor user feedback, resolve technical issues and deliver insights to enhance product experience.
- Oversee feedback operations including taxonomy and quality strategy to maintain launch readiness and user insight quality.
- Drive programs that integrate user perspectives across cross-functional teams, shaping the product development life cycle in collaboration with key partners.
- Lead as the primary POC for product manager, engineering partners on consumer support strategy, represent gUP in cross-functional meetings.
Other
- Bachelor’s degree or equivalent practical experience.
- Experience in consumer software or customer support operations.
- Excellent communication and people management skills with the ability to influence and engage stakeholders at all levels.
- Preferred working location from the following: Boulder, CO, USA; New York, NY, USA; San Francisco, CA, USA; Sunnyvale, CA, USA.
- US base salary range for this full-time position is $110,000-$157,000 + bonus + equity + benefits.
