Product Support Manager, Gemini Consumer Support - Google

Boulder, CO

About the Job

The application window will be open until at least February 4th, 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.
2 years of experience in a project management or a customer-facing role.

Preferred qualifications:

Experience troubleshooting, including re-engineering processes, innovating service models.
Experience with data analysis and in translating data and trends into powerful insights.
Excellent project management 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).

The Gemini Consumer Support team supports Gemini app and web users, addressing operational launch and post-launch needs by guiding users through key journeys, establishing consumer and technical support strategies, and optimizing channel mix for scale.As a Product Support Manager (PSM) for Gemini, you will support related product launches, deliver key user insights to help shape product strategy, and collaborate with Product Managers, Engineers, and various cross-functional teams to ensure product market fit, advance scaled support strategy, and explore cross-product innovation for seamless user experience.

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 $85,500-$125,000 + 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

Design and drive consumer support strategy, identify processes and systems to scale solutions, and be a trusted advisor to product teams to improve the user experience.
Lead strategic programs around integration of user voice across cross-functional teams, and integration of insights throughout the product development lifecycle.
Identify and drive recommendations for operational improvements, including scaling and optimizing support within the product area, leading cross-functional teams to execute against recommended plans.
Design and lead support initiatives to complement the product roadmap, balancing short-and long-term investments, and represent the user by providing compelling insights, and identify product losses and opportunities to improve product market fit.
Partner across different cross-functional groups to support product launches globally, develop scaled support strategy, and create a cohesive offering.

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