Job Description

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in partnership management, customer support operations, or service consultancy.
• Experience in partner/client relationship management.
• Ability to communicate in German fluently to support client relationship management in this region.

Preferred qualifications:

• Experience working separately to deliver projects to completion with minimal guidance.
• Experience in e-commerce, consumer hardware, or customer support.
• Experience with Retail partnerships and Telco provider relationship management within the German market.
• Ability to manage projects with multiple stakeholders.
• Excellent problem-solving and strategy development skills.

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).

As a Product Support Manager for the gUP team in EMEA, you will play a critical role in building and executing strategies to deliver great customer service for users of Google Platforms and Devices (P&D), including Pixel phones. You will own the third-party support strategy for assigned EMEA countries and will partner with telcos and retailers in those markets, as well as internal teams, to deliver the strategy. You will identify and share user insights and advocate for improvements to the 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

• Manage relationships with operations and customer support team of assigned key partners (e.g., Telcos, Retailers) in the region.
• Represent the user by providing insights and feedback to Product Managers and Go-To-Market teams to ensure core metrics like Customer Satisfaction and contact rate are achieved.
• Evolve the user journeys for Google Platforms and Devices, with a particular focus on partner engagement to deliver and support growth.
• Develop and evolve the user experience strategy for Google product offerings based on a knowledge of products and local market landscapes.
• Manage the launch of new hardware products working with partner representatives, Go-To-Market teams, and other cross-functional stakeholders.