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Product Support Manager, Google Pay

Product Support Manager, Google Pay

1 Month ago • 5 Years + • Product Management

About the job

3 skills required for this role

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product-launch

cross-functional

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Job Description

The Product Support Manager for Google Pay will develop and evolve the user support experience strategy. This role requires collaboration with various teams (Support, Compliance, Legal, external partners, Engineering) to ensure regulatory compliance and mitigate risk. Key responsibilities include engaging with regional product decision-makers, managing product launches, working with product and regional support teams, reviewing user feedback, and providing insights to improve Google Pay. The ideal candidate will have strong program management, stakeholder management, UX design, and consumer support experience.

Must have:

Bachelor's degree or equivalent experience
5+ years in program management, stakeholder management, UX design, and consumer support
Excellent problem-solving skills
Collaborate with internal and external stakeholders
Develop and evolve user support experience strategy

Good to have:

Experience managing multiple stakeholders and external partners
Experience in Product Management

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Minimum qualifications:

Bachelor's degree or equivalent practical experience.
5 years of experience in Program management, Stakeholder Management, User Experience Design and Consumer Support.

Preferred qualifications:

Experience in managing multiple stakeholders and external partners.
Experience in Product Management.
Excellent 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 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).

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 .

Responsibilities

Develop and evolve the user support experience strategy for Google Pay by developing an understanding of products and market.
Collaborate with Support, Compliance, Legal, and external partners such as NPCI/Banks, and Engineering partners to ensure adherence to regulatory and process compliance obligations, mitigating risk to Google.
Engage and partner with key regional product decision-makers, cross-functional teams to communicate and realize product launch and support goals, and project manage the launch of products working with product teams, and regional support teams.
Collaborate with Product and Engineering partners, and a myriad of internal and external stakeholders to program manage launches and ensure support readiness.
Review user feedback, and provide insights to product teams to make Google products better for market users.

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About The Company

Google

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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.