Solutions Lead, Product Support Solutions

Solutions Lead, Product Support Solutions

Mid Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

Minimum qualifications: Bachelor's degree or equivalent practical experience. 8 years of experience in a project management or a customer-facing role. Preferred qualifications: 5 years of related experience in technology, data-analysis and program management. Ability to manage multiple assignments simultaneously, work independently and drive projects to completion with attention to detail. Ability to manage multiple, time-sensitive projects with competing priorities and multiple stakeholders. Ability to draw insights from data and manage recommended actions. Excellent problem-solving and investigative skills, combined with a sense of ownership and a proactive "can-do" attitude. Excellent communication, project management, and leadership skills, with a track record of managing multiple stakeholders and workstreams.

About the job As gTech's Users and Products team (gUP), our mission is to help users get the most out of Google. We represent Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences. gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google's consumer products ecosystem and enabling numerous launches for Google's consumer products each year. Our Team's Mission is to "design and deliver intelligent, context-aware support solutions that drive definitive outcomes, creating a Google ecosystem where effortless self-service is the gold standard of care."

As Technology Delivery transitions toward an AI-native support ecosystem, the Product Support Solutions team is at the forefront of redefining customer care. In this role, you will have the unique opportunity to design and deliver intelligent, context-aware support solutions that drive definitive outcomes, making effortless self-service the gold standard of care. You will be embedded within product pods, managing the end-to-end execution of a unified backlog that blends initiatives across AI-first self-service, premium human support, and scaled knowledge centers. This requires orchestrating solutions across our expanding technology stack, from rule-based automation workflows to conversational AI, agentic frameworks, and Large Language Models (LLMs).

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US: $140000 - $205000 (USD) + 15% bonus target + equity + benefits

Responsibilities Evaluate incoming project requests and manage a unified, priority-based backlog for specific product areas, blending initiatives across AI-first self-service, premium human support, and scaled knowledge centers. Collaborate with product managers, technical engineers, and business stakeholders to break down high-level business goals into incremental, actionable, and technically sound work items. Manage the end-to-end project lifecycle, track progress, remove blockers, and actively escalate delivery capacity challenges to accelerate solution delivery. Act as the central hub connecting Analytics, Content, Legal, Security, and Product Engineering, while managing vendor operations and cross-functional dependencies. Oversee post-launch activities, including impact measurement, error monitoring, and the execution of fast follows to ensure solutions drive definitive outcomes.