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 Consumer Payments, you will drive the consumer support strategy for one or more core components of the Google Pay and Wallet experiences. You will help shape a user centric support and enablement ecosystem that delivers a uniquely Google (i.e. personalized, humanized and connected) user experience.

In this role, you will influence product strategy through insights and stakeholder management, oversee the customer care experience for one or more features of Google Pay / Wallet, deliver operational excellence as you scale product support, and support business reviews for executive stakeholders. You will be diving into the UX, engineering and business challenges of your stakeholders and consumers. You will work strategically with product managers, team members across the Risk, Compliance, and Operations teams to deliver on the Consumer Payments support strategy.

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 components of the Payments consumer experience. Represent gUP in cross-functional meetings.
• Define support strategy and prepare support across channels for all launches. Own insights reporting and drive recommendations for user issues and feedback reports.
• Understand user feedback, escalate issues, provide resolution of customer issues, and provide feedback to product teams to improve the user experience. Manage feedback operations and feedback launch readiness.
• Lead programs integrate user voices and inform the product development lifecycle. Design and lead support initiatives to complement the product roadmap, balancing term investments.
• Partner across different cross-functional groups at Google to support product launches globally, provide operational expertise to scale support, and create offering, where the needs of the consumer are front and center.