Product Support Manager, Payments - Google

Boulder, CO

About the Job

The application window will be open until at least January 28, 2025. This opportunity will remain online based on business needs which may be before or after the specified date.

Minimum qualifications:

Bachelor’s degree or equivalent practical experience.
5 years of experience in program/project management and working with cross-functional global teams.
Experience in technical troubleshooting.

Preferred qualifications:

Experience translating technical concepts and solutions to non-technical and executive audiences.
Experience in creating narratives and influencing product/tooling roadmaps.
Experience handling problems with automation.
Knowledge of SQL with demonstrated examples using SQL to resolve questions.
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).

Our mission is to drive innovation and efficiency by building technical operations to create amazing payment experiences preventing issues before they arise. We are passionate about automating and scaling our work, and we're always improving our efficiency.

As a Product Support Manager, you will interact with Engineers, Product Managers, Technical Program Managers, and Product Solutions Engineers to optimize, streamline, and manage scaled services, workflows, and tools across various Payment Platform Products across multiple time zones.In this role, you'll play a vital role in assisting our Google Operations Center team with technical escalations, developing new workflows, and advancing automation efforts. Your responsibilities also extend to working closely with stakeholders to design, implement, and refine processes aimed at enhancing global consistency, productivity, and overall operational efficiency. You will have a keen technical interest and comfort delving into the intricacies of technical problems is essential. This includes an aptitude for reading and understanding SQL, which will be instrumental in navigating and resolving complex technical challenges.

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 $106,000-$156,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. 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

Work with Google Operations Center on technical payments escalations and serve as the subject matter expert. Develop new workflows and support automation efforts. Identify opportunities for automation and develop solutions to improve efficiency/productivity.
Oversee key performance indicators relevant to the business. Engage with our Scaled Operations team and Partners in building Failure Mode Effects and Criticality Analysis, Value Stream Mapping, and Business Continuity Plans.
Build one-pagers, collaborate on Business Requirements Documents and Product Requirements Documents, and participate in pulling data and creating narratives for Business Reviews.
Manage a variety of work-streams, projects, and programs simultaneously. Monitor program progress, identify potential obstacles early, and engage in problem-solving.
Develop and implement new processes and initiatives to enhance global consistency, productivity, and overall operational efficiency. Collaborate with stakeholders to ensure process adherence, execution, and continuous improvement.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Source : Google