Product Support Manager, Play Monetization

Google; Sunnyvale (CA); On-site; USD 92,000 - 130,000; Full time

Benefits offered by this job

Bonus target 15%

Equity

Benefits

Job summary

Google is seeking a Product Support Manager for Play Monetization based in Sunnyvale, CA. You will drive user support strategy, advocate for users, and collaborate with product teams to improve experiences at scale.

You will lead initiatives to leverage automation and AI to improve efficiency, while coordinating requirements and delivering results across stakeholders.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 2 years of experience in project management or a customer-facing role.
• Experience in the tech industry, particularly with AI and automation technologies.
• Experience managing customer-facing projects, including gathering requirements, coordinating stakeholders, and delivering results.
• Experience with automation and operational efficiency.

Responsibilities

• Develop and evolve the overall user support strategy by evaluating product and market dynamics to identify and implement innovative approaches.
• Collaborate with cross-functional teams to analyze user feedback and translate insights into actionable recommendations.
• Lead strategic operational initiatives to boost efficiency and scalability using data analytics and AI.
• Align with product, engineering, and support partners to define launch strategies and ensure support readiness for releases.
• Oversee end-to-end issue management, escalate bugs, and report on operational performance.

Skills

Project management

Customer-facing skills

Education

Bachelor's degree or equivalent

Job description

Product Support Manager, Play Monetization

Google

Sunnyvale, CA, USA

Early

Experience completing work as directed, and collaborating with teammates; developing knowledge of relevant concepts and processes.

Minimum qualifications:

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

Preferred qualifications:

• Experience in the tech industry, particularly with AI and automation technologies.
• Experience managing customer-facing projects, including gathering requirements, coordinating stakeholders, and delivering results.
• Experience with Automation and Operational efficiency.

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 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 Product Support Manager on Play, you are passionate about helping billions of users at scale. You will work to advocate for the users, develop support strategy, deliver support, deliver on scaling the business via automation and AI, and work closely with the product areas to make our product better. You enjoy both landing new features with our users and working on a project basis to solve problems leveraging your analytical, operational, and program management skills. You grow by influencing product strategy, developing solutions, helping onboard new users, optimizing workflows, and providing technical implementation services to our users. You will improve and leverage various channels collecting users’ feedback in our product and be able to advocate to resolve the complex issues impacting users.

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.

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.

Responsibilities

• Develop and evolve the overall user support strategy by deeply evaluating product and market dynamics to continuously identify and implement innovative, industry leading approaches.
• Collaborate closely with cross functional teams to analyze incoming user feedback, systematically translating critical insights into actionable recommendations that drive valuable, continuous product and user experience improvements.
• Lead strategic operational initiatives to boost efficiency and scalability by leveraging data analytics and diagnostic tools to build and deliver sustainable AI, automation, and self service workflows.
• Align with key product, engineering, and support partners to define launch strategies, managing critical project timelines and requirements so all support channels are fully prepared for releases.
• Oversee end to end issue management workflows, promptly identifying and escalating user reported software bugs while directing comprehensive cross functional program communications and detailed operational performance reporting.

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.

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.