Program Manager, Social Support, Google Technical Solutions

Google - Boulder, CO (30+ days ago)4.3


The Google Technical Services Consumers team is on a mission to delight the hundreds of millions of consumers who rely on our flagship products like Gmail, Android, Chrome and Google Play. We’re an operational team that focuses on delivering excellent customer care and being there for consumers when they need us most. Our team engages consumers across the globe through our online resources and communities, social outreach, and 1:1 care. We represent the voice of the consumer and work closely with cross-functional partners across Google to make our products and policies better. We're looking for people with excellent analytical and communication skills who are passionate about the consumer and helping them get the most out of Google.

As the Program Manager for Social Support, you will be responsible for developing new strategies to engage with and provide support to our most active social users across multiple Google products. You will manage efforts to identify top-priority social channels for support, help users get answers to their questions, and partner with community managers to escalate issues and insights to Google’s product teams.

Google Technical Services is a global support and operations team, with a mission to delight our customers with care so good, it’s got to be Google. Our team is the face of Google to most of our customers, and we want their Google support experience to set new standards, just like Google’s products do. Our team cares for customers by solving problems and scaling solutions, incubating new Google products, and sharing user feedback with internal teams to influence product development. We support a wide variety of products, from Ads to Project Fi and just about everything in between, and our customers include advertisers, consumers, partners, publishers, retailers, and our own Sales Googlers.

Responsibilities
Develop strategies and demonstrate thought leadership around all major aspects of our social support program. Drive the program’s overall narrative; set, manage, and deliver on success metrics. Build strong metrics to evaluate the success of our program and align key performance indicators with other support teams.
Identify and develop pilots to test initiatives within new or existing social support channels. Deliver strong, metrics-based recommendations to turn pilots into full-scale support initiatives.
Manage and report on channel for providing support via Play Store Reviews. Develop strong metrics and reporting for the performance of this channel; build strategies to bring this service to more products within Google’s ecosystem.
Partner closely with a wide variety of cross-functional teams to deliver programs that are tailored to specific market or product needs.
Build innovative new strategies to drive more engagement on social channels. Develop programmatic methods to bring promising social users into the Help on Social program, encourage them to advance, and motivate them to keep participating throughout their lifecycle.
Qualifications

Minimum qualifications:
BA/BS degree or equivalent practical experience.
5 years of experience in online user-to-user support, social media, or marketing communications for consumer-focused communications.
Experience with market research and analysis, especially as it pertains to expanding service by market/channel.
Experience driving programs or projects across multiple markets and languages.

Preferred qualifications:
Knowledge of social marketing and support on Twitter, Facebook, Instagram, and other emerging platforms in US and international markets.
Effective project manager and self-starter, with the ability to drive multiple concurrent initiatives in a fast paced environment with evolving priorities.
Developed strategic and analytical abilities, and strong judgment in navigating and resolving internal and external situations.
Ability to manage complex internal and external relationships and consult key stakeholders.
Developed written and oral communications skills, and problem-solving skills.
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