Product Support Manager, Core Account Access and Security

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, you will elevate the Account Access and Recovery experience by delivering accessible, personalized support. You will advocate User Voice research and leverage AI-driven data to build user trust across our products, deploying new reporting infrastructure to drive broader operational success.

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: $114000 - $163000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities:

• Partner with cross-functional product leaders to manage and execute feature launches. Manage stakeholder expectations and communicate priorities to internal and external partners.
• Plan and execute innovation projects, piloting new processes to meet global product goals.
• Troubleshoot user issues using internal logs and data, identifying scalable improvements across tools, training, or processes.
• Collaborate with Support, Product, and Engineering to resolve top user issues and propose UX enhancements.
• Advocate for the user by delivering quantitative and qualitative insights to the Core Product area.

Minimum qualifications:

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

Preferred qualifications:

• Experience designing and delivering user experiences that focus on usability and effectiveness for complex global audiences.
• Experience developing omnichannel support strategies, including capturing user sentiment and managing customer responses across support surfaces.
  
• Experience solving unstructured problems through investigative troubleshooting.
• Demonstrated experience utilizing AI tools, Large Language Models (LLMs), or advanced analytics to extract user insights and automate reporting workflows.
  
• Familiarity with identity verification, Trust and Safety operations, or implementing processes to meet regulatory and compliance requirements.
• Effective communication and people management skills with a demonstrated ability to translate business needs into technical solutions for internal and external partners.