Senior Product Support & Operations Lead

Google LLC; San Francisco (CA); Hybrid; USD 114,000 - 163,000; Full time

Benefits offered by this job

15% bonus target

Equity

Job summary

Google LLC in San Francisco is seeking a technical project manager to develop and evolve the Play user support strategy, ensuring a deep understanding of the product and market needs. You will lead scale initiatives, automate flows, and drive self-service improvements to deliver a superior customer experience.

Collaboration with product teams, cross-functional leadership, and a focus on process improvements will be essential as you guide projects to completion and optimize support operations

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Experience with process improvement.

Responsibilities

• Develop and evolve the user support experience strategy for Play by developing a deep understanding of the product and markets.
• Lead initiatives to drive scale and efficiency across support operations and deliver a support experience through automation and self-service flows.
• Review user feedback, and provide meaningful insights to product teams to make Google products better for market users.
• Understand and deliver all aspects of customer support. Continually strive to make product support cutting edge so that customer service becomes a differentiator for Google.
• Leverage internal tools, logs, and data to identify, troubleshoot, and resolve issues and identify scalable solutions through tool or process improvements.

Skills

Technical project management

Customer-facing experience

Process improvement

Education

Bachelor’s degree or equivalent practical experience

Master’s degree (preferred) in related field

Job description

Google LLC in San Francisco is seeking a technical project manager to develop and evolve the Play user support strategy, ensuring a deep understanding of the product and market needs. You will lead scale initiatives, automate flows, and drive self-service improvements to deliver a superior customer experience.

Collaboration with product teams, cross-functional leadership, and a focus on process improvements will be essential as you guide projects to completion and optimize support operations