Google Accessibility Product Support Manager

Minimum qualifications:

Bachelor's degree or equivalent practical experience.
3 years of experience in project management working with cross-functional teams.

Preferred qualifications:

6 years of experience in project management and working with cross-functional teams.
Experience providing excellent communication, backed by data, cross-functionally and to executive stakeholders.
Ability to manage multiple, time-sensitive projects, working independently to drive them to completion with minimum guidance and high attention to detail.
Ability to make sense of large sets of data to help drive insights and decision-making. Ability to streamline complex processes and implement workflows designed to increase efficiency.
Excellent project/program management skills, leading and implementing high-impact projects with cross-functional teams.
Experience problem solving in complex situations with minimal guidance.

About the job

At gTech’s Users and Products team (gUP), our mission is to help users get the most out of Google. We represent the voice of Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences.

gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google’s consumer products ecosystem and enabling numerous launches for Google’s consumer products each year.

We are committed to building an ever more diverse, equitable, and inclusive gUP, and consider this the foundation upon which individual, team, and user success are built. We're also committed to innovation not only in the content of our work, but in the way we work. Check out this blog post on our Chameleon program.

As a Google Accessibility Product Support Manager, you will help make Google products more accessible. You will lead and help setup new support operations for Accessibility, working closely with the Accessibility team program manager and serving as the key POC coordinating cross-functional gTech teams, including vendor management, content and localization. Int his role you’ll help scale and optimize 1:1 phone, email, and chat support along with 1:many channels. You will ensure effective accessibility support in feedback management, agent training, quality, performance, and effective escalation of issues.

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 solution-oriented trusted advisors support millions of 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

Define, drive, and optimize the Accessibility support strategy and operations, leveraging support team members and Google technologies.
Lead strategy by understanding user segments, top issue, and opportunities across surfaces and countries. Manage the execution of the program, maximize user reach and awareness, and collaborate across Google products for Accessibility support.
Operationalize Accessibility support across channels. Define, establish, measure, and report on overall Assistant help metrics and drive prioritization and decision-making.
Coordinate and work with cross-functional gTech teams to deliver effective support. Work closely with Assistant Help Product Management/Engineering team to understand key moments of user need and create the best support formats.
Ensure accessibility support in feedback management, agent training, quality, performance, and effective escalation of issues. Identify key trends and insights through qualitative and quantitative feedback and communicate those insights to stakeholders.