Manager, Consumer Payments Partner Engineering
About the role
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’ll influence product strategy through data-driven insights, oversee the end-to-end customer care experience for key Payments features, and drive operational excellence as the product scales. You’ll keep the big picture in focus while managing deep into the UX, engineering, and business issues of the stakeholders. By partnering closely with Product Management, Risk, Compliance, and other cross-functional teams, you’ll deliver a seamless, personalized, and connected support strategy for Consumer Payments users worldwide. 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.
Responsibilities
- Partner across cross-functional groups (Engineering, Product Management, UX, and Legal) to lead customer support readiness for global product launches.
- Ensure that consumer needs are prioritized within the product development life-cycle and provide operational expertise to scale support effectively.
- Develop and implement scalable customer service models and workflows that increase efficiency while maintaining high-quality support standards.
- Identify opportunities to