Product Support Manager, gUP, DSPE, gStore (Japanese)

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience with product strategy, technical product integration, or solution design in a client-facing role.
• 2 years of experience working cross-functionally with product and engineering teams.
• Ability to communicate in Japanese fluently to support client relationship management in this region.

Preferred qualifications:

• Understanding of Pixel phones and related technology.
• Ability to empathize, be patient, and dedicated to providing outstanding customer support.
• Ability to think critically and in an investigative manner to diagnose and resolve product issues effectively.
• Ability to gather, analyze, and interpret product performance data and customer feedback.
• Ability to collaborate with and manage expectations of various internal and external stakeholders, including product teams, marketing, leadership, and partners.

Excellent written and verbal communication in English, with the ability to clearly explain technical information to diverse audiences.


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 diverse 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).

The Regional Product Support Manager (PSM) for Japan is a critical role for ensuring the success of Pixel in its second-largest market. In this role, you will provide timely and culturally appropriate support to Japanese customers, resolving product issues and fostering a positive brand image. You will own product support and issue resolution to maximize business and market share in Japan. You will need to collaborate with global product, marketing, and support teams to ensure alignment on strategy and execution. You will analyze customer feedback and product performance data to inform future development and marketing efforts. You need to understand the products, Japanese market, and its cultural nuances to anticipate and address support challenges. You will have to resolve complex product issues and communicate effectively with stakeholders.

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 .

Responsibilities

• Monitor performance, identify trends and issues, and implement solutions.
• Analyzing gaps, gather feedback, and advocate for product changes.
• Providing regular updates and insights to Vice president-level executives. Collaborate with cross-functional teams to resolve issues effectively.
• Plan, monitor, and analyze the impact of new products in Japan. Leading Customer Support readiness for new program/feature launches in Japan.
• Representthe Japanese market, possess knowledge of local nuances, regulations, and customer preferences to ensure the Google Store's success in the region.