Product Support Manager, Consumer Payments, gUP
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a technical project management or a customer-facing role.
Preferred qualifications:
- Experience leading complex, end-to-end programs from concept to global deployment within a product support or technical operations environment.
- Experience drawing actionable insights from complex data sets.
- Ability to orchestrate cross-functional alignment across Engineering, Product, and Legal teams while maintaining high attention to details during high-stakes launches.
- Ability to withstand high tolerance for ambiguity and to pivot strategies quickly as product priorities evolve.
- Ability to engage with technical details and partner effectively with Engineering and Product teams on system implementations and requirements.
- Excellent investigative 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 Consumer Payments Product Support Manager, you will be an expert for Payments launches, ensuring seamless rollouts and a frictionless experience for users. You will also lead the user feedback and insights strategy for core payments features, leveraging data to understand user needs and pain points. Your work will directly influence product strategy, empowering the Payments team to build a platform that is fast, easy, and safe for everyone.
In this role, you will influence product strategy through data-driven insights, oversee the end-to-end customer care experience for key Payments features, and drive operational excellence as the product scales. You will keep the big picture in focus while diving deep into the User Experience, engineering, and business issues of your stakeholders. By partnering closely with Product Management, Risk, Compliance, and other cross-functional teams, you will deliver a seamless, personalized, and connected support strategy for Consumer Payments users worldwide.
Responsibilities
- Partner across cross-functional groups (Engineering, Product Management, User Experience, and Legal) to lead support readiness for global product launches. Ensure that consumer needs are prioritized within the product development life-cycle and provide operational expertise to scale support effectively.
- Transform user data and user issues into insights. Lead programs that advocate for User Experience improvements and ensure that continuous feedback loops inform product strategy.
- Develop and implement scalable service models and workflows that increase efficiency while maintaining high-quality support standards. Identify opportunities to remove operational friction and reduce costs without compromising the User Experience or regulatory compliance.
- Drive collaboration across Product, Compliance, and external partners to deliver a cohesive Consumer Payments strategy.
- Ensure a seamless user experience across all global markets and feature sets.
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