Product Support Manager, Pixel Partnerships (French)

Google London, UK

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in partnership management, customer support operations, or service consultancy.
• Experience managing end-to-end partnerships or client relationships.

Ability to communicate in French fluently to support client relationship management in this region.

• Experience in e-commerce, consumer hardware, or customer support.
• Experience working separately to drive projects to completion with minimal guidance.
• Experience with retail partnerships and telco provider relationship management within the French market.
• Ability to manage projects with multiple stakeholders.
• Excellent problem-solving and strategy development skills.

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 diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimised for every user, no matter where they are in the world (e.g., localisation, digitisation, 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.

• Manage relationships with operations and customer support teams 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 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.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, colour, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

English proficiency is a requirement for all roles unless stated otherwise in the job posting.