Job Description

Minimum qualifications

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management, or a customer-facing role.
• Ability to communicate in English and Portuguese fluently to engage with local stakeholders.

Preferred qualifications

• Certification in FBB200.
• Experience gathering customers and advocating for user experience improvements.
• Experience collaborating closely with compliance and regulatory teams.
• Ability to independently manage multiple, complex projects to completion.
• Ability to navigate technical details and collaborate with engineering and product teams on system requirements and implementations.

About the job

In gTech’s Users and Products team (gUP), we represent Google's users and many of our partners globally. The Payments team helps make payments fast, easy, and safe around the world. We create and manage Google’s global billing and payments platform, consumer applications, and merchant services.

As a Product Support Manager for Consumer Payments, you’ll drive the consumer support strategy for one or more core components of the Google Pay and Wallet experiences. You will help shape a user centric support and enablement ecosystem that delivers a uniquely Google (i.e., personalized, humanized and connected) user experience.

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

• Own and define the global support strategy for core components of the Payments consumer experience, leading initiatives that inform the product roadmap and balance short- and long-term investments.
• Partner cross-functionally with Engineering, Product Management, UX, and Analytics to advocate for the user voice throughout the product development lifecycle and deliver operational readiness for scalable global launches.
• Manage feedback operations—including issue taxonomy, quality audits, and launch readiness—and own insights reporting to provide actionable recommendations that improve the user experience.
• Drive prompt resolution of critical customer escalations.
• Maintain regulatory compliance for Google Pay Brazil by collaborating with stakeholders to manage critical escalation channels (such as the Ombudsman) and ensure adherence to Central Bank resolution timelines.