Develop and evolve the user support experience strategy for Play Games by developing an understanding of the product and markets.

Partner with product decision-makers and cross-functional teams to communicate and realize product launch and support goals. Manage the launch of products and ensure 100% support readiness.

Lead initiatives to drive scale and efficiency across support operations and deliver a support experience through automation and self-service flows.

Review user feedback, and provide meaningful insights to product teams to make Google products better for market users. Understand and deliver all aspects of customer support. Strive to make product support so that customer service becomes a differentiator for Google.

Leverage internal tools, logs, and data to identify, troubleshoot, and resolve issues and identify scalable solutions through tool or process improvements.

Bachelor’s degree or equivalent practical experience.

8 years of experience in a project management or a customer support operations role.