Product Support Manager, Gemini Consumer Support
Description For Product Support Manager, Gemini Consumer Support
Google's gTech Users and Products (gUP) division is seeking a Product Support Manager for their Gemini Consumer Support team. This role is crucial in supporting Gemini app and web users, focusing on operational launch and post-launch needs. The position involves guiding users through key journeys, establishing consumer and technical support strategies, and optimizing channel mix for scale.
The role offers a competitive compensation package of $85,500-$125,000 plus bonus, equity, and comprehensive benefits. As a PSM, you'll work directly with Product Managers, Engineers, and cross-functional teams to ensure product market fit, advance scaled support strategy, and explore cross-product innovation for seamless user experience.
The ideal candidate should have at least 2 years of experience in project management or customer-facing roles, with a bachelor's degree or equivalent practical experience. Preferred qualifications include experience in troubleshooting, data analysis, and strong project management skills.
Working in gTech means being part of a team that helps bring Google's innovative products to life. The role involves supporting customers globally, providing solutions rooted in technical skill and product expertise. You'll be responsible for designing consumer support strategies, leading strategic programs, and driving operational improvements.
This position offers an opportunity to directly impact user experience and product development at one of the world's leading technology companies. You'll be working in Boulder, CO, with a team dedicated to advocating for Google's users by creating helpful and trusted experiences across the product ecosystem.
Responsibilities For Product Support Manager, Gemini Consumer Support
- Design and drive consumer support strategy, identify processes and systems to scale solutions, and be a trusted advisor to product teams to improve the user experience
- Lead strategic programs around integration of user voice across cross-functional teams, and integration of insights throughout the product development lifecycle
- Identify and drive recommendations for operational improvements, including scaling and optimizing support within the product area
- Design and lead support initiatives to complement the product roadmap, balancing short-and long-term investments
- Partner across different cross-functional groups to support product launches globally, develop scaled support strategy, and create a cohesive offering
Requirements For Product Support Manager, Gemini Consumer Support
- Bachelor's degree or equivalent practical experience
- 2 years of experience in a project management or a customer-facing role
- Experience troubleshooting, including re-engineering processes, innovating service models (preferred)
- Experience with data analysis and in translating data and trends into powerful insights (preferred)
- Excellent project management skills (preferred)
Benefits For Product Support Manager, Gemini Consumer Support
- Bonus
- Equity
- Benefits Package
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