Note: By applying to this position you will have an opportunity to share your preferred working location from the following:
London, UK; Dublin, Ireland.
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 15 years of experience in a technical project management or a customer-facing role.
- 5 years of experience in people management.
Preferred qualifications:
- Six-Sigma or other process/quality certification.
- Experience in the telecommunications industry.
- Experience in product quality program management.
- Experience coaching teams.
- Experience with global business.
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).
Part of Google's gTech, gUP, Platforms and Devices (P&D) team. We provide strategic and tactical support for consumers, third-party partners, wireless carriers and enterprise customers globally, for the entire suite of Pixel Mobile products (Pixel Phones, Buds, Tablets, Watches, and Fitbit Ace LTE).
We oversee all aspects of Pixel Mobile support strategy including managing all new product launches, support channel strategy, global partnership strategy and emerging trend and issue management. We provide real time insights back to the business to drive product evolution and excellence. We also strive to drive positive impacts to overall unit economics through efficient operations.
In this role, you will focus on supporting all customers who purchase Pixel products. You will help define and shape the experience for customers and collaborate across many cross-functional teams. You will manage a team of individual contributors globally.
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 .
Responsibilities
- Lead a high-performing global team of Product Support Managers to drive global/regional product support experience design and execution, focusing on Pixel Mobile Consumer Products.
- Oversee support excellence by driving customer engagement strategy, quality assurance programs, cross-functional collaboration, partnerships with regional leadership and product leads.
- Support Google customers and third-party partners through devices launch cycles, post launch support, escalation support and process improvement projects.
- Play the role of Product Support lead with Google cross-functional support teams including Central Operations teams who oversee contact centers, agent tooling, digital support, training, community and social support.
- Partner closely with a variety of stakeholders within the Product teams and within our sales regions/countries.
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 our Accommodations for Applicants form .
