Product Support Manager, Android Ecosystems Quality Ops, gUP

Google; United Kingdom; On-site; GBP 70,000 - 120,000; Full time

Job summary

Google is seeking a Product Support Manager within gTech Users & Products (gUP) to lead end-to-end operational workflows, scale testing, data operations, and consumer feedback loops. You will align user sentiment with product support and technical execution to maintain robust system health.

The role involves overseeing global consumer feedback activities, coordinating with UX, PM, and Engineering, and driving automation to remove bottlenecks.

Qualifications

• 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.

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.

Skills

Product operations

Cross-functional collaboration

Process improvement

SQL

Data parsing

Education

Bachelor's degree

Master’s degree in related field

Job description

Minimum qualifications:

• 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 workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.