Product Support Manager, Google Pay India

Role overview

This position sits within the Google Pay India support organization and focuses on shaping a strong customer support experience at scale. The role brings together program leadership, operational problem-solving, and cross-functional coordination to improve how users are supported across the product lifecycle.

The broader team works on building customer support and technical service solutions for Google products. It collaborates closely with Sales, Product, Engineering, and other internal groups to create support experiences that range from self-service improvements to complex issue resolution for large user bases and strategic partners.

What you will do

• Define and continuously improve the support experience approach for Google Pay India by covering the full customer support journey.
• Work with Engineering, Product Management, UX, Legal, and external partners to prepare support operations for launches and to manage readiness programs with strong operational execution.
• Analyze Voice of the User inputs, top issue trends, and market-specific feedback, then convert them into actionable insights that shape user experience improvements and product feedback loops.
• Build and refine scalable service workflows and operating models by using AI, internal tools, and data to improve efficiency, reduce friction, and solve user problems faster.
• Own quality review processes, maintain the feedback ecosystem, and act as a primary escalation point for complex issues.

Qualifications

• A bachelor’s degree or equivalent hands-on professional experience is required.
• At least 5 years of experience in technical program management or in a customer-facing role is required.
• Strong background in leading end-to-end programs from ideation through launch in environments that are fast-moving, ambiguous, or startup-like is preferred.
• Hands-on experience supporting, diagnosing, and improving UPI-based platforms or products within financial services or fintech is preferred.
• Solid experience in business process mapping and in applying AI-driven or automation-based solutions to serve very large user populations while maintaining high quality is preferred.
• Demonstrated success in handling complex escalations involving multiple stakeholders in high-pressure situations is preferred.
• Ability to guide and influence cross-functional teams and outside partners toward a unified support strategy is preferred.

Additional information

This employer is committed to equal opportunity in hiring and does not discriminate on the basis of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Qualified candidates are also considered regardless of criminal history, subject to applicable laws.

Applicants who need a disability-related or special accommodation during the hiring process can request support through the company’s accommodation process.