Partner with the Google Fi product area and product validation (PV) teams as well as across other functions to take ownership of and enhance specific user experience for critical user journeys, targeting improvements in key performance metrics.

Identify and address systemic issues, partner with internal and product teams to implement product, policy, process and tooling improvements.

Provide operational experience and channel the customer to scale product support and feature launches to provide self help options (e.g., generative AI solutions).

Enhance customer support data analysis to gain insights.

Collaborate with the product area Product Managers and Engineers (and Marketing, PR, Legal, etc.) and gUP cross-functional teams to develop and implement the support strategy for critical user journeys you own and address immediate support needs and develop systemic solutions for recurring issues.

Bachelor’s degree or equivalent practical experience.

5 years of experience in a technical project management or a customer-facing role.

Experience with process improvement.