Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in project management or a customer-facing role.

Preferred qualifications:

• 5 years of experience in consumer software/support operations with excellent program management skills, leading high-impact, cross-functional projects.
• Experience with social listening and engagement platforms (e.g., Sprinklr).
• Experience in managing external communications across public platforms and social media.
• Ability to take initiatives to thrive in changing environments, managing competing, time-sensitive projects with high attention to detail.
• Excellent communication and negotiation skills to influence and collaborate across all management levels.
• Excellent analytical thinker who transforms qualitative community feedback into quantitative data and actionable insights and action-oriented with a "close the loop" mindset to resolve problems fully and efficiently.

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 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).

As the Product Support Manager for of gTech Users and Products (gUP) Platforms and Devices (P&D) Social and Community, you will lead the definition and implementation of support strategies and expansion efforts across these key channels. You will serve as an authority on community sentiment, advocating user needs through cross-functional collaboration to ensure meaningful improvements to products and services. By proactively monitoring social platforms, you will act as the primary point of contact for high-stakes alerts, managing incident triage and facilitating integrated "close the loop" efforts with Legal, public relations (PR), and Product partners. Your responsibilities will include overseeing the creation of comprehensive external content, such as blogs and social communications, while driving the continuous refinement of user experience and internal escalation procedures with cross-functional partners.

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

• Implement social and community expansion strategies across your product portfolio, completely aligning with specific product areas (PA) priorities and managing execution requirements for all channel launches.
• Partner closely with internal PR, Legal, Product, and Engineering teams to actively advocate users and drive cohesive public facing problem resolutions.
• Monitor key social channels to track real time engagement trends, serving as an expert who translates user feedback into actionable insights for corporate reports.
• Act as the premier line of defense for high consequence social alerts, thoroughly investigating critical escalations within established service level agreements (SLAs) to mitigate brand security risks.
• Architect end-to-end external communications including deep blogs in the established brand voice, while continuously identifying opportunities to improve protocols and user experiences.