Product Support Manager, Gemini Consumer Support
Description For Product Support Manager, Gemini Consumer Support
Google's gTech Users and Products (gUP) team 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 base salary range of $85,500-$125,000 plus bonus, equity, and comprehensive benefits. As a Product Support Manager, you'll work directly with Product Managers, Engineers, and various cross-functional teams to ensure product market fit, advance scaled support strategy, and explore cross-product innovation for seamless user experience.
Key responsibilities include designing consumer support strategies, leading strategic programs for user voice integration, driving operational improvements, and partnering across teams to support global product launches. The ideal candidate should have at least 2 years of experience in project management or customer-facing roles, with strong skills in troubleshooting, data analysis, and project management.
The position is based in Boulder, CO, and offers an opportunity to work with Google's diverse product ecosystem. You'll be part of gTech's mission to advocate for Google's users by creating helpful and trusted experiences. The role combines technical expertise with customer support, requiring both analytical and interpersonal skills to succeed.
This is an excellent opportunity for someone passionate about user experience and support operations, offering the chance to work on cutting-edge technology while making a significant impact on user satisfaction and product development. The role provides a perfect blend of strategic thinking, operational execution, and user advocacy, all while working for one of the world's leading technology companies.
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, leading cross-functional teams to execute against recommended plans
- Design and lead support initiatives to complement the product roadmap, balancing short-and long-term investments, and represent the user by providing compelling insights, and identify product losses and opportunities to improve product market fit
- 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
- Experience with data analysis and in translating data and trends into powerful insights
- Excellent project management skills
Benefits For Product Support Manager, Gemini Consumer Support
- Medical Insurance
- Vision Insurance
- Dental Insurance
- Equity
- 401k
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