Product Support Manager, Pre-Launch User Testing, Gemini App

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 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 Gemini App, Labs, and Research+ (GLR+) organization provides comprehensive user, partner/developer and product support to our Product Areas. The GLR+ Lifecycles and Programs team delivers horizontal and vertical services across the entire product lifecycle for the Gemini App, Labs, and Research+ (i.e. Google DeepMind) product teams. Specifically, this part of the business drives this mission by delivering pre-launch services to ensure products are ready to launch for the best end user experience.

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

• Design, execute, and manage pre-launch testing programs (Trusted Testers, Dogfood) for the Gemini App. Define program scope, goals, and success metrics.
  
• Partner closely with Product Management, Engineering, TPM, and UXR teams to align testing initiatives with the product roadmap and launch goals.
  
• Develop and implement scalable mechanisms for collecting, triaging, and synthesizing user feedback and bug reports. Translate raw feedback into actionable product recommendations.
  
• Drive issue resolution by working with engineering teams to prioritize and fix bugs discovered during pre-launch testing.
  
• Establish best practices for pre-launch testing and contribute to the continuous improvement of user insights programs at Google.
  

Qualifications

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in a project management or a customer-facing role.
  

Preferred qualifications:

• Ability to thrive in a changing, rapidly evolving, and ambiguous environment.
• Excellent communication and stakeholder management skills, with experience influencing cross-functional teams.
  
• Excellent investigative skills with the ability to extract insights from complex, qualitative and quantitive user feedback.

Additional Information