Photos Product Support Manager, Google One and Photos

September 16, 2024

Google

Dublin

FULL TIME

Minimum qualifications:

Bachelor’s degree or equivalent practical experience.
5 years of experience in a customer-facing role working with stakeholders, driving customer technical implementations or transformation programs.
5 years of experience in managing relationships with a wide network of stakeholders with guidance.
5 years of experience in consumer software, or customer support operations, working with process improvement and optimizing workflows.

Preferred qualifications:

Experience in a client facing role.
Ability to communicate effectively with a wide range of stakeholers.

About the job

In g Tech Users and Products (g UP), 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).

Responsibilities

Develop and execute a comprehensive support strategy for features and launches.
Anticipate the impact of product changes through collaboration with Photos to develop effective solutions. Proactively address potential user concerns.
Take ownership of feature reporting strategy, ensuring insightful analysis and actionable recommendations.
Coordinate response to escalations and provide guidance on bug creation, user communication and leadership updates.
Work with vendor teams focused on feedback analysis. Lead projects to improve feedback operations, such as providing product training and consulting on issue taxonomies. Build strong relationships with cross-functional teams to ensure seamless collaboration and successful product launches.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.