Deskripsi Pekerjaan
Are you passionate about the future of digital payments and empowering billions of users globally? Google is seeking a highly motivated and experienced Product Support Manager, Consumer Payments, gUP to join our dynamic team in Singapore. This pivotal role offers a unique opportunity to lead critical payments innovations, ensuring our consumer payment products deliver seamless, reliable, and delightful experiences.
As a Product Support Manager, you will be at the forefront of Google's mission to make payments simple and accessible for everyone. You will be responsible for defining and executing the support strategy for Google's consumer payments products, acting as a crucial bridge between our users, product, and engineering teams. Your expertise will be instrumental in identifying trends, resolving complex technical challenges, and driving continuous improvement across the payments ecosystem. You will lead a team dedicated to providing world-class technical support, ensuring our products maintain their high standards of reliability and user satisfaction.
This role demands a leader who thrives in a fast-paced, innovative environment, possesses a deep understanding of payment systems, and has a proven track record in technical product support. If you are excited by the prospect of shaping the future of consumer payments on a global scale and have a passion for operational excellence and customer advocacy, we encourage you to apply!
Tanggung Jawab
- Lead and manage a high-performing team of product support specialists, fostering a culture of technical excellence and continuous learning.
- Oversee the end-to-end support lifecycle for Google's consumer payments products, ensuring timely and effective resolution of complex technical issues and escalations.
- Collaborate closely with Product Management, Engineering, and Operations teams to represent the voice of the customer, influence product roadmaps, and drive product improvements.
- Develop and implement scalable support strategies, processes, and tools to enhance efficiency, reduce resolution times, and improve overall customer satisfaction.
- Analyze support data, identify recurring issues, and proactively work with cross-functional teams to implement preventative measures and long-term solutions.
- Manage critical incident response and communication, ensuring transparency and effective mitigation during high-severity events.
- Stay abreast of industry trends, regulatory changes, and competitive landscape within the FinTech and consumer payments space.
Kualifikasi
- Bachelor's degree in Computer Science, Engineering, Business, or a related technical field, or equivalent practical experience.
- 5+ years of experience in technical product support or operations leadership roles within the FinTech or payments industry.
- Proven experience managing and developing a team of technical support professionals.
- Deep understanding of payment systems, technologies, and relevant industry standards (e.g., PCI DSS, ISO 20022).
- Demonstrated ability to analyze complex technical problems, perform root cause analysis, and drive solutions in a fast-paced environment.
- Excellent communication, interpersonal, and stakeholder management skills, with the ability to influence at all levels.
- Experience with SQL, data analysis tools, and leveraging data to make informed decisions and identify trends.
- Familiarity with software development lifecycles and agile methodologies.