Product Support Manager, Consumer Payments
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a project management or a customer-facing role.
- Ability to work flexible non-standard working hours in line with customer requirements.
Preferred qualifications:
- Experience in fintech and financial services to advocate for the user while navigating global regulatory landscapes.
- Understanding of workflows and map business processes to improve efficiency within high-impact support or payments environments.
- Ability to extract insights from data while partnering with engineering on technical system implementations and product requirements.
- Ability to lead cross-functional stakeholders by translating operational issues into clear, strategies for leadership.
- Ability to align external vendors and distributed teams to ensure unified support standards and resolve multi-party escalations.
- Ability to manage multiple time-sensitive projects, driving results with attention to detail and adaptability in ambiguous, changing environments.
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 (PSM), 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 deeply 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 UX, 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.
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 $110,000-$157,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. 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
- Partner across Engineering, Product, and Legal to lead global support readiness, ensuring consumer needs are prioritized throughout the product lifecycle.
- Transform the user data and user Issues into insights, driving programs that advocate for continuous UX improvements.
- Build efficient, scalable service models and workflows that reduce friction and operational costs while maintaining high-quality support standards.
- Drive collaboration with compliance and external partners to deliver a cohesive, seamless Consumer Payments strategy across all global markets.
- Oversee the feedback ecosystem and issue taxonomy, serving as a key escalation point for complex issues to ensure healthy support operations.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
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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