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About the Role
The Pixel Support Experience team combines deep knowledge of products and services with expertise in support policies, processes, procedures, and tooling. We leverage data-driven insights to identify opportunities to define and create outstanding support experiences, shaping how we work today and envisioning the future. As the Product Support Manager (PSM) for North America, you will lead the end-to-end support strategy for Google's Pixel ecosystem in the region, shaping and delivering changes that unlock amazing support experiences for users. You will be part of a global team, learning and sharing best practices across regions, leading seamless and consistent approaches with in-region adaptation when needed. Understanding your local market and customer base, defining excellence in service, identifying improvement opportunities, and driving impactful enhancements for customers is critical.
Responsibilities
- Serve as the regional subject matter expert and primary point of contact for the end-to-end support journey, leveraging deep expertise in local regulations, market nuances, and internal operations to drive customer experiences.
- Actively manage day-to-day escalations, legal cases, and launch readiness, while serving as the vital connector.
- Be curious and data-led to understand the customer journey, metrics, and user voice feedback to identify what’s going well and what needs improvement.
- Drive process improvements and changes, identify opportunities, shape ideas for improvement, and win hearts and minds with amazing storytelling and data analysis.
- Partner cross-functionally with engineering, product, legal, PR, and support delivery to advocate for users and drive operational excellence.
Requirements
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a technical project management or a customer-facing role.
- MBA or advanced degree in a Management, Business, or a related field or equivalent practical experience.
- Experience in product support management, launch program management, or technical account management within the consumer electronics industry.
- Experienced in customer support, support operations, and delivering excellent experiences for end consumers.
- Proven track record of identifying and driving change improvement programs across policies, processes, procedures, and tooling in complex consumer-based businesses.
- Strong problem-solving skills with the ability to turn complex data into clear, actionable insights for executive leadership.
- Excellent communication skills, with an ability to influence cross-functional stakeholders across product, engineering, and support.
Skills
- Technical project management
- Customer-facing roles
- Product support management
- Launch program management
- Technical account management
- Consumer electronics industry
- Customer support
- Support operations
- Process improvement
- Data analysis
- Problem-solving
- Communication
- Cross-functional stakeholder influence
Location
- North America
Work Type
- Full-time
Experience Level
- 8 years of experience
Education Level
- Bachelor’s degree
- MBA or advanced degree
Salary/Compensations
- US: $140000 - $204000 (USD) + 15% bonus target + equity + benefits
Benefits
- 15% bonus target
- Equity
- Benefits
About the Company
- 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.