Head of User Support

Job description

Head of User Support

_corporate_fare_ Google _place_ Boulder, CO, USA

**Advanced**

Experience owning outcomes and decision making, solving ambiguous problems and influencing stakeholders; deep expertise in domain.

_info_outline_

XThe application window will be open until at least October 22, 2025.

This opportunity will remain online based on business needs which may be before or after the specified date.

**Minimum qualifications:**

+ Bachelor's degree or equivalent practical experience.
+ 10 years of experience in project management, program management or service delivery.
+ 7 years of experience managing operations and leading cross-regional teams.

**Preferred qualifications:**

+ Experience in vendor management processes, including managing multiple global vendors in multi-year contracts and execution of outsourcing projects.
+ Experience running large-scale 1:1 vendor operations in a global environment.
+ Experience working in an output contact center, including achieving key targets, metrics tracking and continuous improvement.
+ Experience in implementing strategic and large-scale initiatives/projects in a change-oriented, fast-paced environment.
+ Excellent problem-solving, critical thinking and analytical skills, and experience in applying project management tools.
+ Strong communication skills and ability to influence stakeholders at different levels.

**About the job**
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).
The US base salary range for this full-time position is $162,000-$240,000 + bonus + equity + benefits.

Our salary ranges are determined by role, level, and location.

Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Learn more aboutbenefits at Google (https://careers.google.com/benefits/) .

**Responsibilities**

+ Drive operations with our vendor partners.

Provide operational leadership to the capabilities, and engage and inspire our service provider teams to ensure vendor teams are exceeding expectations and creating awesome customer experiences.
+ Identify opportunities to streamline processes to meet business needs.

Be able to re-engineer processes to improve efficiency and customer satisfaction and operationalize solutions in partnership with cross-functional stakeholders and vendor partners.
+ Work closely with various internal groups and senior stakeholders in your region/cross-product to understand business requirements, implement new processes and operations, participate in vendor footprint/HC planning and budgeting activities, and contribute to ongoing operation improvements.
+ Lead recurring meetings in your area of responsibility with the project team ensuring all action items have follow ups, key initiatives are on track and maintain the project plan/all project documentation.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google'sApplicant and Candidate Privacy Policy (./privacy-policy) .

Google is proud to be an equal opportunity and affirmative action employer.

We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law.

See alsoGoogle's EEO Policy (https://www.google.com/about/careers/applications/eeo/) ,Know your rights: workplace discrimination is illegal (https://careers.google.com/jobs/dist/legal/EEOC_KnowYourRights_10_20.pdf) ,Belonging at Google (https://about.google/belonging/) , andHow we hire (https://careers.google.com/how-we-hire/) .

If you have a need that requires accommodation, please let us know by completing ourAccommodations for Applicants form (https://goo.gl/forms/aBt6Pu71i1kzpLHe2) .

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes.

Please do not forward resumes to our jobs alias, Google employees, or any other organization location.

Google is not responsible for any fees related to unsolicited resumes.
Google is proud to be an equal opportunity workplace and is an affirmative action employer.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

See also https://careers.google.com/eeo/ and https://careers.google.com/jobs/dist/legal/OFCCP_EEO_Post.pdf If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form: https://goo.gl/forms/aBt6Pu71i1kzpLHe2.

Required Skill Profession

Other General