Head of GPay India User Support, gTech

Minimum qualifications:

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

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
  
• Experience working with Product Management and Engineering stakeholders on large-scale digital products, and proven ability to influence cross-functional leadership alignment on priorities and resourcing.
• Experience in, or knowledge of, the commerce/payments industry (i.e., monetization, transaction optimization, peer-to-peer, etc.
• Familiarity with delivering projects and building organizational alignment in a stakeholder environment.

About the job

At gTech’s Users and Products team (gUP), we represent Google users and many of our partners globally. The Payments team helps make payments fast, easy, and safe around the world. We create and manage Google’s global billing and payments platform, consumer applications, and merchant services.

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.

To learn more about gTech, check out our video.

Responsibilities

• Lead the user support experience for large scale Google Pay India troubleshooting, including re-engineering processes, innovating service models, overseeing vendor operations, and driving exceptional CSAT. Provide insights and lead continuous improvement efforts in customer service and operations.
• Grow and develop a high impact product support management team while providing a goal and setting direction. Successfully inspire and lead the team through ambiguity and change in an extremely dynamic environment.
• Structure and solve business problems relating to the Google Pay India App and the GPay for Business App in India. Engage deeply with partners across Payments Product Managers and Engineering, Business Development, Finance, Operations and other gTech teams in solving those problems, often serving as gUP’s primary point of contact for Engineers/Product Managers stakeholders.
• Deliver Artificial Intelligence and automation support solutions in partnership with stakeholders.

Experience Level

Executive Level