Product Support Manager, gUP Play (English, Japanese)
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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.
- Ability to communicate in English and Japanese fluently to engage with local clients in Japan.
Preferred qualifications:
- Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
- Experience with creative problem-solving using quantitative and qualitative data to generate insights, and deliver solutions.
- Experience in the tech industry, particularly with AI and automation technologies.
- Familiarity with the Japan mobile/gaming ecosystem or APAC regulatory landscapes (specifically Australia/Singapore compliance).
About the job
As a Product Support Manager in Google Play for Japan and Singapore and Australia Compliance, you will be helping users at scale balancing human support and AI solutions. You will land new features with our users and work on a project basis to solve problems leveraging your problem-solving, operational, and program management skills to the team, including influencing product strategy, developing scalable product solutions, helping onboard new users, optimizing workflows, and providing technical implementation services to our users, with the goal of delivering actual and tangible outcomes. You will be the strategic architect of the user experience in Google’s one of the most sophisticated markets for play. You will integrate AI and LLM solutions into the Japan support landscape, and the operational grip to learn the compliance requirements of Australia and Singapore. You will manage the end-to-end Japan support strategy, and operations specifically tailoring experiences for high-value users and ensuring that product launches are not just ready, but optimized for local market nuances. Simultaneously, you will be the domain expert for APAC compliance, working in the trenches with the APAC Compliance team to ensure our products and support strategies are legally bulletproof and safe for users.
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 various 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).
Responsibilities
- Support updating of existing solution content or create repeatable content (e.g., best practices recommendations, tutorials, blog articles, sample code) and ensure effective documentation of repeatable solutions.
- Help generate partner insights and participate in business reviews with partners to formulate partner strategies, with minimal guidance.
- Manage project planning, status reporting, timeline estimation, issue tracking, meeting facilitation, and project documentation.
- Execute solutions, with occasional support from peers/community, based on user/partner/client business objectives and technical requirements that have been previously defined, developed, and approved.
- Help identify trends of solution issues across users/partners/clients and collaborate with internal teams to mitigate risks in the future with some guidance.
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