Product Support Manager, Health

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.

Responsibilities

• Own global support metric goals for assigned portfolios, consistently driving Customer Satisfaction (CSAT), Resolution Rate (RR), and Repeat Contact Rate (RCR).
• Attain 100% operational support readiness for upcoming product launches, partner segments, account migrations, and feature deprecations, collaborating with Product Experience (PE) PSMs.
• Scale Help Center success and leverage automated workflows (AWFs) to achieve a definitive reduction in overall regrettable contact volumes.
• Partner with engineering teams to pilot, deploy, and scale Generative Support Experience (GSE) capabilities and AI Agents to drive support efficiency and conversational quality.
• Triage and resolve executive or critical customer escalations within strict SLAs, systematically analyzing case data to log standard Process, Policy, Agent, and Tooling (PPPAT) fixes in the tracker.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 2 years of experience in a project management or a customer-facing role.

Preferred qualifications

• Process Improvement certifications (e.g. Six Sigma).
• 3 years of experience in a technical project management role, customer-facing role at a technology company, or demonstrated experience with process improvement.
• Experience working with database technologies (e.g., SQL, NoSQL).
• Experience working with hardware devices.
• Ability to streamline complex processes and implement workflows designed to increase efficiency.

Pay

US: $92,000 - $131,000 (USD) + 15% bonus target + equity + benefits