Product Support Manager, Android Ecosystems Quality Ops, gUP
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MINIMUM QUALIFICATIONS:
- Bachelor’s degree or equivalent practical experience.
- 2 years of experience in product operations, project management, or testing operations in a digital distribution environment.
- Experience in monitoring, analyzing, troubleshooting, and working with cross-functional teams to resolve operational issues.
- Experience in executing process improvements, managing workflows, and utilizing business process tools.
- Experience with SQL, spreadsheets, various data formats (e.g., XML, JSON), and data parsing techniques.
PREFERRED QUALIFICATIONS:
- Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
- Experience managing consumer or partner support operations, user feedback loops, and vendor relationships within the technology industry.
- Experience in scaling user insights into actionable, programmatic operational solutions.
- Ability to assess the viability of automation solutions and determine when operational workarounds are sufficient.
- Ability to manage multiple, time-sensitive projects with competing priorities in a complex stakeholder environment.
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ABOUT THE JOB:
As a Product Support Manager within gTech Users & Products (gUP), you will play a critical role in building and executing strategies for delivering an exceptional product experience. You will oversee product quality and consumer operations, specifically owning the end-to-end design and management of operational workflows to scale testing, data operations, and consumer feedback loops. This role bridges the gap between user sentiment, product support, and technical execution, ensuring robust system health and operational excellence across consumer technology ecosystems.
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).
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RESPONSIBILITIES:
- Drive end-to-end product quality workflows and global consumer feedback operations to boost speed, resolution quality, and overall user satisfaction.
- Partner with UX, PM, and Engineering to deploy robust testing frameworks prioritizing system health, performance, and feature reliability.
- Oversee consumer support, data operations, and operational vendors, managing performance quality to guarantee alignment with service levels.
- Analyze key performance metrics and user feedback to deliver actionable recommendations for product and process enhancements.
- Eliminate operational bottlenecks and scale feedback collection by integrating automation, smart tooling, and data parsing solutions.
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