Website Google
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, working with cross-functional teams.
- Experience with support operations and managing voice of the user feedback.
- Experience using Google accessibility products and features (e.g., Android, Chrome, ChromeVox, G Suite Apps, etc.). Experience using JAWS, NVDA, VoiceOver, and Windows. Expertise with WCAG compliance.
- Experience providing data-backed communication, cross-functionally and to stakeholders.
- Ability to analyze large data sets to help drive insights and decision-making. Ability to streamline processes and implement workflows to increase efficiency.
- Ability to manage time-sensitive projects, working independently to drive them to completion with little guidance and high attention to detail.
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. Operationalize Accessibility support across channels.
- Coordinate and work with cross-functional teams, including vendor management, content, user research and localization to deliver effective support. Ensure accessibility support in feedback management, agent training, quality, performance and effective escalation of issues.
- Liaise and collaborate across Google products for Accessibility support. Serve as the POC and lead for PM/Eng partners across Google products on support strategy/ issues and represent gUP in meetings.
- Own insights reporting and drive recommendations for higher actionability on top user issues and feedback reports. Understand user feedback, provide prompt and proper resolution of technical challenges, and provide meaningful feedback to product teams to improve user experience.
- Identify and implement opportunities to improve support experience for users.