Product Operations Specialist (II)

As the Product Support Manager, you will play a critical role in ensuring that consumers and enterprise end users get the most from Gmail &  Chat. You'll be the face and voice of the user and represent support matters with Product and Engineering partners. You'll work closely with your gUP team members to orchestrate new launches, troubleshoot trends in user feedback, and manage escalations across various channels. You will develop support strategies to support Gmail and Chat, surfacing qualitative and quantitative insights that inform the Product area of top user needs and requests. You will also own the Social and Community workstream, liaising with Community Managers and support agents to ensure that our users are well supported, and that Product and Engineering are apprised of the latest user feedback.

This is a fun, dynamic cross-functional role where you will be working in both a strategic and operational capacity. You will never have a dull moment and you'll get to meet a variety of stakeholders across gTech Users and Products as you advocate for our user and become a trusted advisor to Product and Engineering.

• Launch Operations: Ensure support readiness for launches across support channels, including Help Center, Social and Community. Monitor user reception to launches, and proactively build data-driven analyses that provide insight into user difficulties and feature requests.
• Escalations & Reporting: Investigate feedback spikes and provide timely escalation response; file bugs as necessary. Create reporting for
• Social & Community: Maintain healthy Social and Community channels so that our users feel supported, and develop strategies/plans as needed to ensure we are meeting our channel goals. Monitor activity of social agents by providing guidelines for responses and revamping as needed; monitor health metrics across Social and Community.

• Data analytics, critical thinking, problem solving, presentation delivery, prioritization, project execution, operational efficiency

• Bachelor's degree or equivalent practical experience. 4 years of project management experience, product operations experience, operational experience and/or consulting experience.
• Specific Tools or Applications Experience:
• Familiarity with clients Workspace products.

• Strategy development, selling a vision, emotional intelligence, time management, collaboration, launch strategy

// About US Tech Solutions: US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com. US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. ///

Internal Id:26-09279