Product Support Manager, gUP Consumer Payments

Product Support Manager, gUP Consumer Payments - Google Careers

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Product Support Manager, gUP Consumer Payments

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corporate_fareGoogleplaceSan Francisco, CA, USA; Boulder, CO, USA; +2 more; +1 more

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Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

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XThe application window will be open until at least August 3, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.

Applicants in San Francisco: Qualified applications with arrest or conviction records will be considered for employment in accordance with the San Francisco Fair Chance Ordinance for Employers and the California Fair Chance Act.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: San Francisco, CA, USA; Boulder, CO, USA; Sunnyvale, CA, USA.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.

• 5 years of experience in a project management or a customer-facing role.

Preferred qualifications:

• Experience extracting actionable insights from complex data sets, engaging deeply with technical details, system implementations, and product requirements.
• Experience streamlining complex workflows through business process mapping, driving operational efficiency and high-impact projects in customer support environments.
• Experience leading complex end-to-end global deployments, and orchestrating alignment cross-functionally during high-stakes product launches while navigating ambiguity.
• Experience influencing cross-functionally and translating operational challenges into clear strategies for varied organizational levels.
• Fintech and financial services payments support experience, and gathering user feedback to advocate for product user experience within regulated industries.
• Ability to work flexible, non-standard hours in line with customer requirements.

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 varied 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 Consumer Payments Product Support Manager (PSM), you"ll be a strategic expert for payments launches, ensuring seamless rollouts and a frictionless experience for users. You"ll also lead the user feedback and insights strategy for core payments features, leveraging data to deeply understand user needs and pain points. Your work will directly influence product strategy, empowering the Payments team to build a platform that is fast, easy, and safe for everyone.

In this role, you'll influence product strategy through data-driven insights, oversee the end-to-end customer care experience for key payments features, and drive operational excellence as the product scales. You'll keep the big picture in focus while diving deep into the UX, engineering, and business challenges of your stakeholders. By partnering closely with Product Management, Risk, Compliance, and other cross-functional teams, you'll deliver a seamless, personalized, and connected support strategy for consumer payments users worldwide.

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $114000 - $164000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Lead launch support, partnering with engineering, product, UX, and legal. Align Regional teams, prioritize consumer needs, and manage feedback during deployments to capture localized insights.
• Transform user data and top user issues into strategic insights. Direct programs advocating improvements, ensuring continuous feedback loops directly inform product strategy.
• Implement scalable customer service workflows enhancing efficiency while maintaining high standards. Eliminate friction and reduce costs without compromising the user experience or regulatory compliance.
• Drive collaboration across internal teams and external partners delivering a cohesive consumer payments strategy. Ensure a seamless user experience across all global markets and feature sets.
• Oversee the feedback ecosystem, including issue taxonomy and audits. Resolve complex escalations promptly, ensuring effective solutions while maintaining the health of support operations.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google"s Applicant and Candidate Privacy Policy.

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.

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.

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