Product Support Manager, Consumer Payments
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a project/program management, consulting, or client facing role.
Preferred qualifications:
- Experience in business process mapping, while leading and implementing high-impact projects with cross-functional teams.
- Experience in the Financial Services industry.
- Excellent project/program management skills, problem-solving skills and reporting capabilities.
- Ability to streamline processes and implement workflows designed to increase efficiency.
- Ability to manage multiple, time-sensitive projects with competing priorities while working separately to drive projects to completion with guidance and high attention to detail.
- Excellent oral/written communication, people-management skills.
About the job
In gTech’s Users and Products team (gUP), we represent Google's users across countries, cultures, incomes and identities. We share user insights within and across Google, and provide services to product teams.The Payments team helps make money simple, helpful, and accessible for everyone. To achieve that, we’re focusing on building beautiful user experiences to promote financial access and opportunity. This includes scaling the Payments Platform, growing the number of Google Pay and Wallet users, and laying the foundation for extending Google Pay and Wallet to more countries.
As a Product Support Manager for Payments, you will drive the support strategy for one or more critical components of the consumer experience. You will help shape a user centric support and enablement ecosystem that delivers a uniquely Google (i.e. personalized, humanized and connected) user experience.
In this role, you will influence product strategy through strategic insights and stakeholder management, oversee the customer care experience for one or more features of the product, and deliver operational excellence as you scale product support. You will keep the big picture in focus while diving into the User Experience (UX), engineering and business tests of your stakeholders and consumers. You will deliver on the product support strategy by partnering strategically with global cross-functional stakeholders including Product Management, Engineering, Technical/Program Manager, User Experience, Business Development, Marketing, Risk, Tools, Content, Analytics and Operations team.
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
- Support strategy for core components of the Payments consumer experience (i.e. peer-to-peer payments, stored value, Wallet integrations, operational efficiency).
- Maintain a pulse on user feedback, ensure top-notch resolution of user issues, and provide meaningful insights to product teams to improve the user experience. Support the strategy and delivery of the customer care experience for Payments users including processes, innovating service models, overseeing vendor operations in partnership with our Vendor Managers, and driving exceptional CSAT.
- Provide strategic insights/lead improvement efforts in customer service and operations. Develop systems and protocols to drive up quality while removing inefficiencies and cost from operations.
- Provide operational expertise to scale product support, feature launches and localizing products.
- Understand and anticipate operational risks and analyze root-causes of process errors, build mitigation strategies and recommend changes in workflows/tools.
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If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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