Product Support Manager, GPay + Wallet, gTech Users and Products
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a project management or a customer-facing role.
Preferred qualifications:
- Experience in payments, or partner/customer support operations, with developing and improving proccesses.
- Experience in managing partners and advocating for partner experience improvements.
- Experience in drawing insights from data and managing recommended actions with excellent project management skills.
- Experience in leadership and stakeholder management with the ability to work with engineering/product teams on related tools and systems implementations.
- Excellent investigative thinking skills, with the ability to communicate at different levels.
About the job
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).In this role, you will be ensuring integration and optimal performance for our Google Pay (GPay) Application programming interface (API) partners. You will build an experience for our merchants and Payment Service Provider (PSPs) to onboard and integrate with Google Pay. You will bridge the gap between business needs and partner requirements, developing and executing support strategies that ensure scalability and reliability. You will act as a trusted advisor and advocate for our partners, collaborating with cross-functional teams to resolve API issues, optimize performance, and drive improvement. You will be analyzing partner feedback, defining and managing support pipelines, and leading initiatives that integrate the partner voice into the API product roadmap. You will ensure partner care and contribute to the global success of the Google Pay API ecosystem.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.
Responsibilities
- Develop and execute support strategies, ensuring optimal partner experience and scalability. Define and implement API scaling strategies for both ongoing operations and new product launches, anticipating and mitigating potential issues.
- Serve as the primary point of contact for Product Manager/Engineering partners on API scaling and issue resolution, representing gUP in cross-functional meetings. Gather/analyze partner insights, driving recommendations for products. Lead programs and influence product decisions.
- Manage the support pipeline, ensuring resolution of partner inquiries. Design and implement support initiatives aligned with the product roadmap. Drive operational scaling through the identification of tool needs and the development/deployment of supporting tools.
- Partner cross-functionally to support global product launches and scale support operations. Collaborate to improve existing and develop new Google tools and products. Manage stakeholder expectations and deliver solutions.
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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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