Payments Product Support Manager, Pay

Minimum qualifications:
- Bachelor's degree or equivalent practical experience
- 3 years of experience in project management, program management, or vendor management
- Ability to speak and write in English and Portuguese fluently
Preferred qualifications:
- Experience in business process mapping, while leading and implementing high-impact projects with cross-functional teams with excellent project/program management skills
- Ability to independently problem-solve in complex situations
- Ability to manage multiple, time-sensitive projects with differing priorities while working independently to drive projects to completion with minimum guidance and high attention to detail
- Ability to streamline complex processes and implement workflows designed to increase efficiency
- Excellent problem-solving skills and reporting capabilities
- Excellent verbal and written communication skills
**About the job**:
As a Payments Product Support Manager, you'll drive the consumer support strategy for one or more core components of the Google Pay consumer experience. You will help shape a user centric support and enablement ecosystem that delivers a uniquely Google (i.e. personalized, humanized and connected) user experience.
In this role, you'll influence product strategy through strategic insights and stakeholder management, oversee the customer care experience for one or more features of Google Pay, and deliver operational excellence as you scale product support. You'll keep the big picture in focus while diving into the user experience, engineering, and business challenges of your stakeholders and consumers. You'll work strategically with product managers, team members across the Risk, Compliance, and Operations teams to deliver on the Google Pay 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**:
- Own the support strategy of the Google Pay consumer experience (i.e. peer-to-peer payments, stored value, transaction insights).
- Maintain a pulse on user feedback, ensure resolution of user issues, and provide meaningful insights to product teams to improve the user experience.
- Support the strategy and delivery of the customer care experience for Google Pay users including processes, overseeing vendor operations in partnership with our Vendor Managers, and driving exceptional customer satisfaction surveys. Provide strategic insights and lead continuous improvement efforts.
- Develop systems and protocols to drive up quality while removing inefficiencies and cost from operations. Drive alignment with other Consumer Payments operations and anticipate operational risks and partner cross-functionally to analyze root-causes of process errors, build mitigation strategies and recommend changes in workflows and tools.
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.

---