Product Support Manager - Third Party Partner Enablement

Third Party Partner Enablement Product Support Manager, APAC

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 7 years of experience with product strategy, technical product integration, or solution design in a client-facing role.
  
• 5 years of experience working cross-functionally with product and engineering teams.
  

Preferred qualifications:

• MBA or equivalent practical experience.
• 10 years of experience in operations and partner management.
• Experience in consumer hardware, or customer support operations, and in managing relationships with external partners with minimal guidance.
• Experience working independently to drive projects to completion with minimal guidance.
• Ability to manage complex projects with multiple stakeholders.
• Excellent problem-solving and strategy development skills.

About the job

Businesses of all shapes and sizes rely on Google’s unparalleled advertising solutions to help them grow in today's dynamic marketing environment. You bring a passion for sales, knowledge of online media, and commitment to maximize customer success. You act like an owner, move with velocity through change, finding innovative and strategic ways to consistently deliver extraordinary and incremental outcomes for both Google and your customers. You build trusted relationships with customers, uncovering their business needs and translating them into powerful solutions to achieve their most ambitious goals. You achieve as a team with sellers, shape the future of advertising in the AI-era, and make a real impact on the millions of companies and billions of users that trust Google with their most important goals.

As a Product Support Manager for gTech Users and Products (gUP) Platforms and Devices team in APAC you will play a critical role in building and executing strategies for delivering great customer experience for users of Pixel phones, watches, buds, Home and Health devices and subscription services. You will own the Platforms and Devices support strategy for India and will partner with Google’s external partners such as Flipkart, Tata, Reliance, etc. to deliver the strategy. You will identify and share user insights, and advocate for improvements to the user experience.

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 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).

Responsibilities

• Manage relationships with operations and the customer support team of assigned key partners (Flipkart, Tata, Reliance, etc.) in the region.
• Represent the user by providing insights and feedback, to Product Managers and GTM team to ensure core metrics like CSAT, NPS, contact rate, support cost reduction, etc., are achieved.
• Develop and evolve the user experience strategy for Google product offerings based on a deep knowledge of products and local market landscapes through the partners.
• Project manage the launch of new hardware products working with partner representatives, GTM team and other cross-functional stakeholders.
• Collaborate with a global team to align, adopt and drive market-relevant partner programs such as B2B support for Pixel phones and ecosystem, Home and Health devices and subscriptions.

Experience Level

Senior Level