MINIMUM QUALIFICATIONS:
* Bachelor’s degree or equivalent practical experience.
* 8 years of experience in partnership management, customer support operations,
or service consultancy.
* Experience managing end-to-end partnerships or client relationships.
PREFERRED QUALIFICATIONS:
* Experience in e-commerce, consumer hardware, or customer support.
* Experience with Retail partnerships and Telco provider relationship
management within the EMEA markets.
* Experience working independently to drive projects to completion with minimal
guidance.
* Ability to communicate fluently in Dutch and Arabic to support client
relationship management in the region.
* Ability to manage complex projects with multiple stakeholders.
* Excellent problem-solving and strategy development skills.
ABOUT THE JOB:
In gTech Users and Products (gUP), our mission is to advocate for Google’s users
by creating helpful and trusted experiences across the product ecosystem. We
achieve this by meeting partners and consumers where they are with support and
help, representing their needs with our product partners and proposing fixes and
features that elevate their engagement with Google's product ecosystem.
Additionally we provide a range of product services that ensure our products are
optimized for every user, no matter where they are in the world (e.g.,
localization, digitization, partner integration, and more).
As a Product Support Manager for the gUP team in EMEA, you will play a critical
role in building and executing strategies to deliver great customer service for
users of Google Platforms and Devices (P&D), including Pixel phones. You will
own the third-party support strategy for assigned EMEA countries and will
partner with telcos and retailers in those markets, as well as internal teams,
to deliver the strategy. You will identify and share user insights and advocate
for improvements to the user experience.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
[https://www.youtube.com/watch?v=HcjR6ZngQcw].
RESPONSIBILITIES:
* Manage relationships with operations and customer support team of assigned
key partners (e.g., Telcos, Retailers) in the region.
* Represent the user by providing insights and feedback to Product Managers and
Go-To-Market teams to ensure core metrics like Customer Satisfaction and
contact rate are achieved.
* Evolve the user journeys for Google Platforms and Devices, with a particular
focus on partner engagement to deliver and support growth.
* Develop and evolve the user experience strategy for Google product offerings
based on a knowledge of products and local market landscapes.
* Manage the launch of new hardware products working with partner
representatives, Go-To-Market teams, and other cross-functional stakeholders.
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