Product Support Manager, Google Pay India
Required skills
Bachelor's degree or equivalent practical experience, 5 years of experience in a technical project management or a customer-facing role
Preferred skills
Experience leading end-to-end programs from concept to deployment in fast-paced, ambiguous, or startup-like environments, Deep experience supporting, troubleshooting, and driving solutions for UPI-based platforms and products within the Financial Services or Fintech industry, Extensive experience in business process mapping and implementing innovative solutions using AI and automation to serve millions of users efficiently while maintaining high-quality standards, Proven track record of resolving complex, multi-party escalations in high-stakes environments, Ability to lead and influence diverse cross-functional teams and external partners to drive a cohesive support strategy
Technologies
UPI-based platforms, AI, automation, internal tools
Responsibilities
Develop and evolve the user support experience strategy for Google Pay India, Partner across cross-functional groups (Engineering, Product Management, UX, Legal) and external partners to lead support readiness and program manage product launches ensuring and operational expertise, Transform Voice of the User (VoU) data, Top User Issues (TUIs), and market-specific feedback into strategic insights; lead programs for user experience improvements and ensure feedback loops inform product strategy for market users, Develop and implement scalable service models, workflows, and process improvements using AI, internal tools and data to increase efficiency, remove operational friction, and resolve issues, Oversee the feedback ecosystem and quality audits, and serve as a key point of escalation
Seniority
Manager
Domain
Financial Services, Fintech, Google Pay