Product Support Manager, gUP Chrome Consumer

Socket.dev; Boulder (CO); On-site; USD 92,000 - 130,000; Full time

Job summary

Google's gTech Users and Products (gUP) team seeks a Chrome Consumer Product Support Manager to advocate for users, drive data‑informed decisions, and coordinate proactive support around product launches. You will bridge product and support, listening to user feedback and guiding teams to prevent friction.

The role centers on cross‑functional collaboration, post‑launch analysis, and educating users. Compensation includes the US range of $92,000–$130,000 plus a 15% bonus target, equity, and

Qualifications

• Bachelor's degree or equivalent practical experience.
• 2 years of experience in technical project management or a customer-facing role.
• Ability to translate user feedback into product improvements.

Responsibilities

• Develop and execute a comprehensive support strategy for product launches.
• Anticipate the impact of launches on the Chrome team and collaborate to develop effective support strategies.
• Work collaboratively with product teams to derive actionable insights from post-launch reporting, ensuring continuous product enhancement.
• Maintain a deep understanding of product features and functionality to provide effective support.
• Build strong relationships with cross-functional teams to ensure seamless collaboration and successful product/support launches.

Skills

Project management

Customer facing

Education

Bachelor's degree or equivalent

Master's degree preferred

Job description

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 2 years of experience in a technical project management or a customer-facing role.

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• 5 years of experience managing projects or programs.
• 5 years of experience in a consulting or client-facing role.
• 5 years of experience in operations management (e.g., process improvement, operational reviews, optimizing workflows, etc.).

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 gUP Chrome Consumer Product Support Manager (PSM), you will serve as the ultimate user advocate, driving data-informed decisions to improve the browsing experience for billions of users. Operating at the intersection of product and support strategy, your role centers on two primary pillars: a) proactive issue resolution, and b) timely user education. By listening to the "heartbeat" of the user voice, you will anticipate friction points and help product/support teams "see around the corner." This is a high-impact opportunity to leverage data-driven strategy and collaborate across Google to shape a more seamless Chrome web ecosystem.

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: $92000 - $130000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities:

• Develop and execute a comprehensive support strategy for product launches.
• Anticipate the impact of launches on the Chrome team and collaborate to develop effective support strategies.
• Work collaboratively with product teams to derive actionable insights from post-launch reporting, ensuring continuous product enhancement.
• Maintain a deep understanding of product features and functionality to provide effective support.
• Build strong relationships with cross-functional teams to ensure seamless collaboration and successful product/support launches.