Product Support Manager – Account Access and Recovery

Google; Colorado; On-site; USD 114,000 - 163,000; Full time

Job summary

Google is seeking a Product Support Manager for Core Account Access and Security. This full-time, US-based role focuses on advocating for users and delivering trusted, helpful experiences across account access and security.

You will drive feature launches, plan innovations, and resolve user issues through collaboration with product and engineering teams. Ideal candidates bring a Bachelor’s degree or equivalent, 5 years in technical project management or customer-facing roles, and strong

Qualifications

• Bachelor’s degree or equivalent practical experience, with a focus on technical project management or customer-facing roles.
• 5 years in a technical project management or customer-facing role; experience designing user experiences for global audiences.
• Strong skills in troubleshooting, data analysis, stakeholder management, collaboration, and communication.

Responsibilities

• Partner with cross-functional product leaders to manage and execute feature launches and communicate priorities.
• Plan and execute innovation projects to meet global product goals.
• Troubleshoot user issues using internal logs and data to identify scalable improvements.
• Collaborate with Support, Product, and Engineering to resolve top user issues and propose UX enhancements.
• Advocate for users by delivering quantitative and qualitative insights to the Core Product area.

Skills

Technical troubleshooting

Data analysis for user insights

Stakeholder management

Cross-functional collaboration

Effective communication

Education

Bachelor’s degree or equivalent practical experience

Job description

Product Support Manager, Core Account Access and Security | Google

The Tone:

This is a full-time, US-based role at Google. Google develops products and services that aim to improve the world, ranging from search to cloud computing. As a Product Support Manager, you will be crucial in advocating for Google’s users and ensuring a trusted and helpful experience, specifically for account access and security. Your work will directly enhance user engagement by providing accessible, personalized support and leveraging data to build trust across diverse products.

TL;DR

• Role: Full Time
• Type: Full-time
• Location: US-based
• Pay: $114000–$163000 yearly
• Team: gTech Users and Products (gUP)
• Mission: Elevate the Account Access and Recovery experience by delivering accessible, personalized support to build user trust.

What You’ll Actually Do

• Feature Management: Partner with cross-functional product leaders to manage and execute feature launches, communicating priorities and managing stakeholder expectations.
• Innovation Planning: Plan and execute innovation projects, piloting new processes to meet global product goals.
• Issue Resolution: Troubleshoot user issues using internal logs and data, identifying scalable improvements across tools, training, or processes.
• Collaboration: Collaborate with Support, Product, and Engineering to resolve top user issues and propose UX enhancements.
• User Advocacy: Advocate for the user by delivering quantitative and qualitative insights to the Core Product area.

The Must-Haves

• Background: Bachelor’s degree or equivalent practical experience, with a focus on technical project management or customer-facing roles.
• Experience: 5 years of experience in a technical project management or a customer-facing role. Demonstrated experience designing and delivering user experiences focused on usability and effectiveness for complex global audiences.
• Skills: Technical troubleshooting, data analysis for user insights, stakeholder management, cross-functional collaboration, effective communication.
• Bonus: Experience developing omnichannel support strategies, including capturing user sentiment and managing customer responses across support surfaces. Demonstrated experience utilizing AI tools, Large Language Models (LLMs), or advanced analytics to extract user insights and automate reporting workflows. Familiarity with identity verification, Trust and Safety operations, or implementing processes to meet regulatory and compliance requirements. Effective people management skills with a demonstrated ability to translate business needs into technical solutions.