Product Support Manager, gUP, Shopping Support Operations

Product Support Manager

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. 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 :

• Drive operational and cost efficiencies via support workflow optimizations.
• Partner with product-facing Product Support Managers (PSMs) to provide support-driven insights into the product experience, and building better self-serve solutions for users.
• Manage complex and time-sensitive support escalations.
• Own agent-facing support documentation and agent training for Google's Shopping products, including Google Business Profile.

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.