Product Support Manager, Google Fi

Partner with the Google Fi product area and product validation (PV) teams as well as across other functions to take ownership of and enhance specific user experience for critical user journeys

• Partner with the Google Fi product area and product validation (PV) teams as well as across other functions to take ownership of and enhance specific user experience for critical user journeys
• Identify and address systemic issues, partner with internal and product teams to implement product, policy, process and tooling improvements
• Provide operational experience and channel the customer to scale product support and feature launches to provide self-help options
• Enhance customer support data analysis to gain insights
• Collaborate with the product area Product Managers and Engineers (and Marketing, PR, Legal, etc.) and gUP cross-functional teams to develop and implement the support strategy for critical user journeys

• 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
• Preferred qualifications: Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field
• Certifications in Process Improvement (e.g., Six Sigma)
• 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies

• Bonus opportunities
• 401k matching
• Health insurance
• Equity
• Stock options

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