Product Support Manager, Gemini App
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in product management, program management, and cross-functional stakeholder relations.
Preferred qualifications:
- Experience troubleshooting, including re-engineering processes, innovating service models.
- Experience in data analysis and in translating data and trends into insights.
- Ability to work with change management and ambiguity.
- Excellent verbal and written communication skills.
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).
The Gemini Consumer Support team supports Gemini app and web users, addressing operational launch and post-launch needs. The team does this by guiding users through key journeys, establishing consumer and technical support strategies.
As a Product Support Manager (PSM) for Gemini, you will support related product launches, deliver key user insights to help shape product strategy, and collaborate with Product Managers, Engineering, and various cross-functional teams to ensure product market fit, advance scaled support strategy, and explore cross-product innovation for positive user experience.
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
- Design and drive consumer support strategy, identify processes and systems to scale solutions, and be a trusted advisor to product teams to improve the user experience.
- Lead strategic programs around integration across cross-functional teams, integration of insights throughout the product development life-cycle.
- Identify and drive recommendations for operational improvements through scaling/optimizing support within the product area and leading cross-functional teams to execute against recommended plans.
- Design and lead support initiatives to complement the product roadmap, balancing short-and long-term investments.
- Partner with cross-functional groups to support product launches globally, develop scaled support strategy, and create a cohesive offering.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
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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