Product Support Manager, gUP Play, EMEA

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

Ireland: €68000 - €69500 (EUR) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities:

• Oversee product or feature launch requirements and 1:1 support readiness among various support channels.
• Lead collaboration with cross-functional teams to analyze and act on user insights data.
• Manage various reporting and communications of issue management and escalation programs.
• Deliver all aspects of customer support, continually striving to make 'user support' cutting-edge so that it becomes a key differentiator for Google.
• Drive operational initiatives to enhance efficiency and scale by leveraging data and tools to troubleshoot issues and implement lasting solutions through automation, self-service, and process improvements.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 2 years of experience in customer support industry or program/project management.

Preferred qualifications:

• Familiarity with Android, Google Play or similar platforms is beneficial but not essential.
• Ability to communicate and collaborate with cross-functional teams.
• Strong analytical and problem-solving skills.
• Genuine passion for working in this space and willingness to learn.