Product Support Manager – Account Access and Recovery

Job Description

Product Support Manager, Core Account Access and Security | Google

The Tone:
This is a full-time, US-based role at Google. Google develops products and services that aim to improve the world, ranging from search to cloud computing. As a Product Support Manager, you will be crucial in advocating for Google’s users and ensuring a trusted and helpful experience, specifically for account access and security. Your work will directly enhance user engagement by providing accessible, personalized support and leveraging data to build trust across diverse products.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: US-based
• Pay: $114000–$163000 yearly
• Team: gTech Users and Products (gUP)
• Mission: Elevate the Account Access and Recovery experience by delivering accessible, personalized support to build user trust.

What You’ll Actually Do
• Feature Management: Partner with cross-functional product leaders to manage and execute feature launches, communicating priorities and managing stakeholder expectations.
• Innovation Planning: Plan and execute innovation projects, piloting new processes to meet global product goals.
• Issue Resolution: Troubleshoot user issues using internal logs and data, identifying scalable improvements across tools, training, or processes.
• Collaboration: Collaborate with Support, Product, and Engineering to resolve top user issues and propose UX enhancements.
• User Advocacy: Advocate for the user by delivering quantitative and qualitative insights to the Core Product area.

The Must-Haves
• Background: Bachelor’s degree or equivalent practical experience, with a focus on technical project management or customer-facing roles.
• Experience: 5 years of experience in a technical project management or a customer-facing role. Demonstrated experience designing and delivering user experiences focused on usability and effectiveness for complex global audiences.
• Skills: Technical troubleshooting, data analysis for user insights, stakeholder management, cross-functional collaboration, effective communication.
• Bonus: Experience developing omnichannel support strategies, including capturing user sentiment and managing customer responses across support surfaces. Demonstrated experience utilizing AI tools, Large Language Models (LLMs), or advanced analytics to extract user insights and automate reporting workflows. Familiarity with identity verification, Trust and Safety operations, or implementing processes to meet regulatory and compliance requirements. Effective people management skills with a demonstrated ability to translate business needs into technical solutions.