Excellent analytical skills and reporting capabilities.

Excellent verbal and written communication 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).

As a Product Support Manager for Payments, you will drive the support strategy for one or more critical components of the consumer experience. You will help shape a user centric support and enablement ecosystem that delivers a uniquely Google (i.e. personalized, humanized and connected) user experience.

You will influence product strategy through strategic insights and stakeholder management, oversee the customer care experience for one or more features of the product, and deliver operational excellence as you scale product support. You will keep the picture in focus while diving into the UX, engineering and business challenges of your stakeholders and consumers. You'll deliver on the product support strategy by partnering strategically with global cross-functional stakeholders including Product Management, Engineering, T/PgM, UX, BD, Marketing, Risk, Tools, Content, Analytics and Operations team.

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

• Own the support strategy for one or more core payment components of the Payments consumer experience (i.e. peer-to-peer payments, stored value, Wallet integrations, operational efficiency).
  
• Monitor user feedback, resolve issues, and provide insights to product teams to improve user experience.
  
• Shape the customer care experience, including processes, innovative service models, and vendor oversight, to achieve exceptional customer satisfaction.
  
• Develop systems and protocols to enhance quality while reducing operational costs and inefficiencies.
  
• Anticipate and mitigate operational risks, analyze root causes of errors, and recommend improvements to workflows and tools.