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 The Support Experience Partner Support Manager (SEPSM), you will drive operational readiness and deliver an efficient, empathetic global customer support experience. Operating with a Digital First and AI-native organizational mindset, you will be responsible for executing flawless product and partner launches, managing critical consumer escalations, and optimizing core support metrics (CSAT, Resolution Rate). You will act as a strategic bridge between product teams and operations to implement AI automation and continuously advocate for process and tooling improvements.
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 - $131000 (USD) + 15% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Own global support metric goals for assigned portfolios, consistently driving Customer Satisfaction (CSAT), Resolution Rate (RR), and Repeat Contact Rate (RCR).
- Attain 100% operational support readiness for upcoming product launches, partner segments, account migrations, and feature deprecations, collaborating with Product Experience (PE) PSMs.
- Scale Help Center success and leverage automated workflows (AWFs) to achieve a definitive reduction in overall regrettable contact volumes.
- Partner with engineering teams to pilot, deploy, and scale Generative Support Experience (GSE) capabilities and AI Agents to drive support efficiency and conversational quality.
- Triage and resolve executive or critical customer escalations within strict SLAs, systematically analyzing case data to log standard Process, Policy, Agent, and Tooling (PPPAT) fixes in the tracker.
Qualifications
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 2 years of experience in a project management or a customer-facing role.
Preferred qualifications:
- Process Improvement certifications (e.g. Six Sigma).
- 3 years of experience in a technical project management role, customer-facing role at a technology company, or demonstrated experience with process improvement.
- Experience working with database technologies (e.g., SQL, NoSQL).
- Experience working with hardware devices.
- Ability to streamline complex processes and implement workflows designed to increase efficiency.