Product Support Manager, Google Pay India

Minimum qualifications:

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

Preferred qualifications:

• Experience leading end-to-end programs from concept to deployment in fast-paced, ambiguous, or startup-like environments.
• Deep experience supporting, troubleshooting, and driving solutions for UPI-based platforms and products within the Financial Services or Fintech industry.
• Extensive experience in business process mapping and implementing innovative solutions using AI and automation to serve millions of users efficiently while maintaining high-quality standards.
• Proven track record of resolving complex, multi-party escalations in high-stakes environments.
• Ability to lead and influence diverse cross-functional teams and external partners to drive a cohesive support strategy.
  
  

About the jobgTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner. 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

• Develop and evolve the user support experience strategy for Google Pay India, understanding all aspects of customer support.
• Partner across cross-functional groups (Engineering, Product Management, UX, Legal) and external partners to lead support readiness and program manage product launches ensuring and operational expertise.
• Transform Voice of the User (VoU) data, Top User Issues (TUIs), and market-specific feedback into strategic insights; lead programs for user experience improvements and ensure feedback loops inform product strategy for market users.
• Develop and implement scalable service models, workflows, and process improvements using AI, internal tools and data to increase efficiency, remove operational friction, and resolve issues.
• Oversee the feedback ecosystem and quality audits, and serve as a key point of escalation.
  
  
  

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .