Product Support Manager, gUP Platforms and Devices Social and Community

About the Position

Join Google's gTech team as a Product Support Manager for gUP Platforms and Devices Social and Community, driving user engagement and product improvements.

Responsibilities

• Implement social and community expansion strategies across your product portfolio, completely aligning with specific product areas (PA) priorities and managing execution requirements for all channel launches.
• Partner closely with internal PR, Legal, Product, and Engineering teams to actively advocate users and drive cohesive public facing problem resolutions.
• Monitor key social channels to track real-time engagement trends, serving as an expert who translates user feedback into actionable insights for corporate reports.
• Act as the premier line of defense for high-consequence social alerts, thoroughly investigating critical escalations within established service level agreements (SLAs) to mitigate brand security risks.
• Architect end-to-end external communications including deep blogs in the established brand voice, while continuously identifying opportunities to improve protocols and user experiences.

Requirements

• 5 years of experience in project management or a customer-facing role.
• 5 years of experience in consumer software/support operations with excellent program management skills, leading high-impact, cross-functional projects.
• Experience with social listening and engagement platforms (e.g., Sprinklr).
• Experience in managing external communications across public platforms and social media.
• Ability to take initiatives to thrive in changing environments, managing competing, time-sensitive projects with high attention to detail.
• Excellent communication and negotiation skills to influence and collaborate across all management levels.
• Excellent analytical thinker who transforms qualitative community feedback into quantitative data and actionable insights and action-oriented with a "close the loop" mindset to resolve problems fully and efficiently.

We Offer

• Competitive salary: $114,000 - $164,000 (USD) + 15% bonus target + equity + benefits.

About the Company

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.

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.

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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.