Product Support Manager, Consumer Payments (English, Portuguese)

Please submit your resume in English - we can only consider applications submitted in this language.Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Ability to communicate in English and Portuguese fluently to engage with local stakeholders.
  
  

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• 5 years of experience managing projects and working with analytics, software coding, or web technologies.
  
  

About the jobIn this role, you will drive the consumer support strategy for one or more core components of the Google Pay and Wallet experiences. You will help shape a user centric support and enablement ecosystem that delivers a Google user experience. You will influence product strategy through insights and stakeholder management, oversee the customer care experience for one or more features of Google Pay/Wallet, deliver operational excellence as you scale product support, and support business reviews for executive stakeholders. You will work with product managers and stakeholders across the Risk, Compliance, and Operations teams to deliver on the Consumer Payments support strategy.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

• Support updating of existing solution content or create repeatable content (e.g., best practices recommendations, tutorials, blog articles, sample code) and ensure documentation of repeatable solutions.
• Help to generate partner insights and participate in business reviews with partners to formulate partner strategies.
• Manage project planning, status reporting, timeline estimation, issue tracking, meeting facilitation, and project documentation.
• Execute solutions, with occasional support from peers/community, based on user/partner/client business objectives and technical requirements that have been defined, developed, and approved.
• Help to identify trends of solution issues across users/partners/clients and collaborate with internal teams to mitigate risks in the future.
  
  
  

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 .