Manager, Chrome Consumer Support, Web and Search Ecosystems
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 10 years of experience in a technical project management or a customer-facing role.
- Experience in user or partner support operations in consumer technology.
- Experience in scaling user insights solutions and programs.
- Experience delivering projects and building organizational alignments.
Preferred qualifications:
- Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
- Experience in managing relationships with a wide network of stakeholders.
- Experience managing a team.
- Knowledge of Chrome product portfolio as well as Gemini and Search.
- Ability to manage multiple, time-sensitive projects with engaging priorities while working separately to drive projects to completion with minimal guidance and high attention to detail.
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 gTech Users and Products (gUP) Knowledge, Information and Core (KIC) team is dedicated to providing support to Chrome Browser used by billions of users globally to access the best of Google's ecosystem, our partners' offerings, and the open web. Our global team supports consumers across support and operations, and works closely across gUP and with a wide array of stakeholders to ensure successful experiences for our consumers and partners alike.
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.Responsibilities
- Engage/partner with stakeholders across cross-functional teams to communicate and realize business/support goals and resolve top user issues.
- Leverage internal tools/logs/data to identify/troubleshoot/resolve issues and identify scalable solutions.
- Represent the user by providing insights and feedback analyses to advocate for the needs of our users, and obviate the need for support.
- Develop and evolve the user experience strategy for Google product offerings based on a deep understanding of products and supported market landscapes.
- Lead innovation programs, including piloting new processes, support channels and process innovations to optimize user support operations and to achieve key performance goals.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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