Product area
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.
Job description
In gTech Users and Products (gUP), our mission is to advocate for Google's users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).
Qualifications
Job responsibilities
- Manage Japan and APAC customer support for Google Store and lead end-to-end customer support operations for the Google Store in Japan, ensuring a seamless experience from initial commerce interaction through to post-purchase resolution.
- Map and refine the commerce and post-purchase experience specifically for the Japanese market to ensure it meets local consumer standards.
- Partner with global product teams to identify and fix tools, policies, or processes that cause recurring issues for Japanese customers.
- Own the operational execution of all new feature launches in Japan, ensuring service delivery is seamless from day one.
- Improve the internal tools available to service agents and give them the authority to resolve customer issues more effectively.
Minimum qualifications
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in a technical project management or a customer-facing role.
- Ability to communicate in English and Japanese fluently in order to interact with internal and external stakeholders from Japan.
Preferred qualifications
- Experience leading high-impact, cross-functional programs from logistics to product engineering ensuring all teams remain aligned on Japan-specific goals and timelines.
- Expertise in deconstructing complex global workflows and rebuilding them into streamlined, localized processes that increase efficiency and resolve market-specific friction.
- Ability to act as the primary liaison between local Japanese requirements and global headquarters, navigating cultural nuances to drive consensus and project completion.
- Ability to lead the Japan market on their own, managing multiple time-sensitive product launches and operational workstreams with minimal oversight and focusing on local quality standards.
