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mouhamedzz
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$114k–$163k/yr
Full-time
bachelor degree
Bonus target, Equity, Health insurance, Retirement benefits
Posted 2d ago
~40 hrs/week
Responsibilities
The Product Support Manager will own the end-to-end support strategy and operational readiness for Google Fi's high-stakes user journeys and platforms. They will lead cross-functional collaboration across Engineering, Product, and Service Delivery teams to drive improvements and resolve complex support issues.
Requirements
Candidates must have a bachelor's degree and at least 5 years of experience in technical project management or customer-facing roles. Proficiency in coordinating across technical and non-technical stakeholders to manage support operations is required.
Full job description
Minimum qualifications:
Bachelor’s degree or equivalent practical experience.
5 years of experience in a technical project management or a customer-facing role.
Experience coordinating across technical and non-technical stakeholders (e.g., Engineering, Product, Vendors) to launch features or manage support operations.
Preferred qualifications:
Experience managing highly ambiguous, high-stakes support environments or product promotions.
Proven track record of managing operational cost centers, vendor agreements, or tool migrations.
Strong data-driven approach to problem-solving, with experience building dashboards or utilizing telemetry tools (e.g., Pulse) to identify and address user pain points.
Excellent narrative-building and executive-level communication skills.
About the job:
gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.
As a Product Support Manager (PSM) for Google Fi, you will own the end-to-end support strategy, operational readiness, and continuous improvement for some of Google Fi’s most high-stakes user journeys and platforms. In this role, you will be responsible for driving the support experience across critical features, including the complex Promotions space and key platform-level programs. You will manage cross-functional complexity across Engineering, Product Management, Analytics, Content, and Service Delivery teams to advocate the customer experience and prevent top-of-funnel user friction.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.
Drive end-to-end support readiness for high-stakes promotional campaigns and core user journeys by conducting immersion sessions, identifying opportunities for improvement, and translate feedback into actionable insights driving growth and improve key metrics.
Serve as the strategic bridge between Product / Engineering teams and Tier 2 Support, representing Support/GUP in GTM and cross-functional meetings, ensure support teams are fully equipped to resolve complex issues through training, documentation, and tools like AskFi.
Lead support strategy for high-touch channel integrations, including Google Fi Signups on gStore and the retail store enablement for Fi Promotions.
Orchestrate cost-saving initiatives and manage the Emerging Issues program, coordinate high-stakes incident responses, and partner with Service Delivery on volume forecasting and operational capacity planning.
A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.
Check out our career opportunities at goo.gle/3DLEokh
Offices: 1600 Amphitheatre Parkway, Mountain View, CA 94043, US · 111 8th Ave, New York, NY 10011, US · Claude Debussylaan 34, Amsterdam, North Holland 1082 MD, NL · Avenida Brigadeiro Faria Lima, 3477, Sao Paulo, SP 04538-133, BR · 51 Breithaupt St, Kitchener, ON N2H 5G5, CA