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, targeting improvements in key performance metrics. Identify and address systemic issues, partner with internal and product teams to implement product, policy, process and tooling improvements.

• 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, targeting improvements in key performance metrics.
• 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 provide self-help options through e.g., generative AI solutions.
• Enhance customer support data analysis to gain insights.
• Collaborate with the product area PMs and Eng (and Marketing, PR, Legal, etc.) and gUP cross-functional teams to develop and implement the support strategy for critical user journeys you own and address immediate support needs and develop systemic solutions for recurring issues.

• 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.
• Ability to streamline processes and implement workflows designed to increase efficiency.
• Ability to manage multiple, time-sensitive projects with competing priorities while working to drive projects to completion attention to detail.
• Excellent project or program management, communication and investigative skills, leading and implementing projects with cross-functional teams.

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

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.