Product Support Manager - Google Pay India

Role Overview

This position focuses on overseeing and advancing the user support strategy for Google Pay in India, ensuring seamless customer support and operational efficiency. The manager will collaborate extensively across multiple teams and external partners to spearhead support readiness, lead product launches, and optimize user experience through data-driven insights and innovative service models.

Key Responsibilities

• Design and continually improve the customer support experience specific to Google Pay India.
• Collaborate with Engineering, Product Management, UX, Legal teams, and external partners to ensure smooth operational readiness and management of product rollouts.
• Analyze user feedback, including Voice of the User data and market-specific concerns, to derive strategic actions improving the product experience.
• Implement scalable service workflows and process enhancements utilizing artificial intelligence, in-house tools, and data analytics to boost efficiency and minimize operational hurdles.
• Manage and maintain the feedback ecosystem, conduct quality audits, and act as a primary escalation contact for critical issues.

Qualifications

• A bachelor’s degree or equivalent practical experience is required.
• At least five years in technical project management or customer-focused roles.
• Preferred experience includes leading comprehensive programs from inception to release within dynamic, ambiguous, or startup-like contexts.
• Expertise in supporting and resolving issues with UPI-based platforms in the financial services or fintech sectors.
• Demonstrated capability in business process mapping and deploying innovative AI-driven automation for large-scale user bases while maintaining high-quality standards.
• Proven skills in managing complex, multi-party escalations under pressure.
• Strong leadership ability to influence and coordinate across diverse teams and external collaborators.

About the Organization

Google's gTech Ads team delivers extensive support and technical services to customers of all scales across Google's advertising products. This includes enabling self-help tools, hands-on support, account setup, campaign implementation, media solutions, and advanced technical and measurement consultation. The team works globally and cross-functionally to maximize customer ROI and sustain Google's position as a trusted partner.

Equal Opportunity Statement

Google is committed to providing an inclusive and equitable workplace, including affirmative action practices. Employment opportunities are extended without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or criminal history in line with applicable regulations. Accommodations are available upon request.