Google Looking For Manager, gUP User Care Evolution at San Francisco, CA Full Time

Minimum qualifications:
Bachelor’s degree in a related field or equivalent practical experience

12 years of experience in consumer support operations, customer experience, product support, or other relevant fields

Experience in a people management role (manager/team lead) in a technical division/organization

Preferred qualifications:
Experience identifying business needs, defining problems, and building new solutions to address business needs in a start-up environment, including prioritizing when necessary to focus on the highest impact paths

Ability to effectively influence and communicate across multiple functions (e.g. Product, Tools, Research) and up and down the organization

Demonstrated expertise for designing user-centric support models and implementing improvements to the user support experience including using qualitative and quantitative research to understand what’s expected of excellent experiences, as well as operational expertise to turn those insights into impactful outcomes

About the job

At gTech’s Users and Products team (gUP), our mission is to help users get the most out of Google. We represent the voice of Google’s users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences.

gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google’s consumer products ecosystem and enabling numerous launches for Google’s consumer products each year.

The gUP User Care Evolution team sits at the intersection of our support strategies across all of gUP’s consumer products, partnering across a wide range of stakeholders to create long-term strategies for cohesive user support experiences. We bring those strategies to life through strong cross-functional consultation and program management, along with a tireless passion for advocating for Google’s users.

As a Manager on the gUP User Care Evolution team, you’ll lead a senior team of program managers focused on delivering and executing innovative strategies for scaled support channels. These strategies and programs are critical for our long-term plans to improve the self-help support experience, meet users where they are to provide support in modalities that they prefer, and drive a more consistent and efficient support experience across all products.

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.

Additional Information

(Colorado only*) Minimum salary of $133,000 + bonus + equity + benefits.

• Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.

Responsibilities

Reimagine and evolve gUP’s scaled support offerings, both in terms of quarterly goals/deliverables and longer-term strategic visions. Manage the team that drives new approaches to supporting our users through a variety of scaled support channels for users and products around the world.

Manage a complex cross-gUP and cross-Google set of stakeholders to achieve support consistency, including product and international teams, technology, analytics, scaled vendor operations, and other teams across Google.

Manage a high-performing team of senior program managers. Demonstrate passion and aptitude for coaching, career growth, and strong team-driven execution, with a clear focus on building a sustainable and supportive team culture.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form.