Product Support Manager, Devices and Services

Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.

Minimum qualifications:

- Bachelor's degree or equivalent practical experience.
- 2 years of work experience in an Operations or Project Management role.

Preferred qualifications:

- Experience of working independently to drive projects to completion with little guidance.
- Experience in product management, consumer hardware, and/or customer support operations.
- Ability to manage complex projects with multiple stakeholders.

**About the job**:
gTech Users and Products (gUP) team is passionate about Google products and wants to help them succeed in all markets. We solve problems and execute large multi quarter programs to deliver impact. This could include influencing product strategy, developing scalable product solutions, helping onboard new users, optimizing workflows, and providing technical implementation services to our users, with the goal of creating an ideal user experience. Our team also works closely with internal teams to create and streamline business and operational processes, develop detailed documentation, process diagrams and user journey audits, and increase the overall efficiency of how we implement and support our products.

As a Product Support Manager for gUP team in Asia Pacific (APAC), you will play a critical role in building and executing strategies for delivering great customer service for users of Pixel phones. You will own the Pixel support strategy for assigned APAC countries and will partner with Telcos, Retailers in those markets as well as internal teams to deliver the strategy. You will identify and share user insights, and advocate for improvements to the user experience.

Google's mission is to organize the world's information and make it universally accessible and useful. Our Devices & Services team combines the best of Google AI, Software, and Hardware to create radically helpful experiences for users. We research, design, and develop new technologies and hardware to make our user's interaction with computing faster, seamless, and more powerful. Whether finding new ways to capture and sense the world around us, advancing form factors, or improving interaction methods, the Devices & Services team is making people's lives better through technology.

**Responsibilities**:

- Be a representative of the user by providing insights, feedback, to Product Managers and Go-To-Market (GTM) team to ensure core metrics like customer satisfaction scores (CSAT) and contact rates are achieved.
- Develop and adapt the key customer journeys for Google store based on a deep knowledge of products and local market landscapes.
- Manage the launch of new hardware products on the channel by working with partner representatives, GTM team, and other cross-functional stakeholders.
- Run experiments and pilot new processes, support channels, and process innovations, while measuring/driving international product goals.
- Work with Googler vendor managers to performance and customer support channels.

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.