Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in a customer-facing role working with stakeholders, driving customer technical implementations or transformation programs.
- 5 years of experience in managing relationships with a wide network of stakeholders with guidance.
- 5 years of experience in consumer software, or customer support operations, working with process improvement and optimizing workflows.
- Experience in a client facing role.
- Ability to communicate effectively with a wide range of stakeholers.
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).
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Responsibilities
- Develop and execute a comprehensive support strategy for features and launches.
- Anticipate the impact of product changes through collaboration with Photos to develop effective solutions. Proactively address potential user concerns.
- Take ownership of feature reporting strategy, ensuring insightful analysis and actionable recommendations.
- Coordinate response to escalations and provide guidance on bug creation, user communication and leadership updates.
- Work with vendor teams focused on feedback analysis. Lead projects to improve feedback operations, such as providing product training and consulting on issue taxonomies. Build strong relationships with cross-functional teams to ensure seamless collaboration and successful product launches.