Product Support Manager, Play

Product Support Manager, Play - Google Careers

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Product Support Manager, Play

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corporate_fareGoogleplaceBoulder, CO, USA; Atlanta, GA, USA

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Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

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XThe application window will be open until at least June 11, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Boulder, CO, USA; Atlanta, GA, USA.

Minimum qualifications:

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

Preferred qualifications:

• Experience in the tech industry, particularly with AI and automation technologies.
• Ability to manage multiple, time-sensitive projects with competing priorities while working independently to drive projects to completion with minimal guidance and attention to detail.
• Ability to draw insights from data, recommend a path forward, and project manage across groups/through recommended actions.
• Excellent communication and collaboration skills with cross-functional teams.
• Excellent investigative and problem-solving 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 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).

gTech Users and Products (gUP) organization"s mission is to advocate Google's users by creating helpful and trusted experiences across the product ecosystem.

We work across Product teams as well as end users of our products (like consumers and B2B partners) to make our products work. We harness both technical expertise and the operations to bring the speciality of Google support to our 3 billion users and 30 million partners, globally.

Our menu of services reflects the range of gUP's core competencies that help products succeed or fail fast, bringing the best of Google to all users and getting products to market at an incredible scale. Learn more about gUP at: go/gUP101

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 $114,000-$163,000 + 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

• Lead cross-functional launch Strategies, partner with product, engineering, and support teams to define and execute successful launch strategies, managing project timelines to ensure 100% support channel readiness.
• Oversee issue management by identifying, tracking, and escalating user-reported bugs while managing all program communications, updates, and stakeholders.
• Collaborate with cross-functional teams to analyze user feedback, translating insights into recommendations that directly drive product and feature enhancements.
• Develop the overall user support strategy by understanding product and market dynamics, continuously identifying innovative approaches.
• Lead initiatives to enhance efficiency using data and tools to troubleshoot issues, implementing solutions through automation, self-service, and process improvements.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google"s Applicant and Candidate Privacy Policy.

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.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

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