Google Inc. Mountain View , CA 94035
The Google Technical Services Consumers team is on a mission to delight the hundreds of millions of consumers who rely on our flagship products like Gmail, Android, Chrome and Google Play. Were an operational team that focuses on delivering excellent customer care and being there for consumers when they need us most. Our team engages consumers across the globe through our online resources and communities, social outreach, and 1:1 care. We represent the voice of the consumer and work closely with cross-functional partners across Google to make our products and policies better. We're looking for people with excellent analytical and communication skills who are passionate about the consumer and helping them get the most out of Google.
The Google Store is an integral part of the Hardware Product Area's strategy to become a market leader in consumer hardware. As Google Store Product Lead, you will provide strategic direction and lead execution of the support strategy globally.
As part of the Hardware Product Vertical team, youll manage a team of Product Support Managers and Operations Specialists tasked with driving User and Product success for the Google Store.
Google Technical Services is a global support and operations team, with a mission to delight our customers with care so good, its got to be Google. Our team is the face of Google to most of our customers, and we want their Google support experience to set new standards, just like Googles products do. Our team cares for customers by solving problems and scaling solutions, incubating new Google products, and sharing user feedback with internal teams to influence product development. We support a wide variety of products, from Ads to Project Fi and just about everything in between, and our customers include advertisers, consumers, partners, publishers, retailers, and our own Sales Googlers.
Build and maintain strong product knowledge for Google Store and the various support platforms.
Develop and evolve the user support experience strategy based on a deep understanding of products and market.
Provide technical troubleshooting to user inquiries and collaborate with Product and Engineering partners to ensure resolution.
Use data to independently and proactively optimize existing processes and develop new processes and infrastructure to improve internal efficiency, user satisfaction, and product experience.
Learn and build expertise in new processes and applications. Compile, analyze, and report on key business metrics.
MBA or other advanced degree.
Experience collaborating with and consulting senior leaders and cross-functional stakeholders through relationships, expertise and data.
Experience managing large-scale and dynamic projects, with competing resources and priorities.
Ability to manage a portfolio of several different products/business areas simultaneously. Ability to maintain strong cross-functional relationships to drive and consult business strategies and outcomes.
Developed communication skills with a solid track record in presenting complex situations and decisions in diverse settings.
Distinctive strategic and analysis skills.
At Google, we dont just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. 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. If you have a disability or special need that requires accommodation, please let us know.
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