Product Support Manager, Android Ecosystems Quality Ops, gUP

Google LLC; Greater London; In loco; GBP 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

Google LLC is seeking a Product Support Manager within gTech Users & Products (gUP) in London. You will oversee end-to-end product quality workflows, scale testing, data operations, and consumer feedback loops to deliver an exceptional product experience.

You will partner with UX, PM, and Engineering, drive improvements, manage cross-functional vendors, and ensure service levels are met while balancing complex stakeholder priorities in a global environment.

Competenze

• 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 (XML, JSON), and data parsing techniques.

Mansioni

• 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.

Conoscenze

Product operations

Project management

Troubleshooting

Cross-functional collaboration

Data analysis

Formazione

Bachelor’s degree or equivalent practical experience

Strumenti

SQL

Spreadsheets

XML

JSON

Data parsing

Descrizione del lavoro

Product Support Manager, Android Ecosystems Quality Ops, gUP

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• 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.

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).

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.

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 .

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.