Product Support Manager, Payments Platform

1 week ago

Hyderabad, Telangana, India Google Full time
Minimum qualifications:
  • Bachelor's degree or equivalent practical experience.
  • 5 years of experience in a technical project management, program management, or a customer-facing role.
  • Experience in automations or developing automation solutions.
Preferred qualifications:
  • Master's degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
  • 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
  • Experience working on problems with automation.
  • Knowledge of SQL and how they are used to resolve questions.
About the job:
We are passionate about automating and scaling our work, and we are always looking for new ways to improve our efficiency. We are a tight-knit team that loves to collaborate and think outside the box. In this role, you will interact with Engineers, Product Managers, Technical Program Managers, and Product Solutions Engineers to optimize, streamline, and manage scaled services, workflows, and tools across various Payment Platform Products. You will be working on critical infrastructure like Bank Identification Number (BIN) service and supporting all payments platform engineering operations for our India Partners.

You will play a vital role in assisting our Google Operations Center team with technical escalations, developing new workflows, and advancing automation efforts. Your responsibilities also extend to working closely with product management and engineering to design, implement, and refine processes aimed at enhancing global consistency, productivity, and overall operational efficiency.

Whether it is paying online with Autofill, using tap and pay in stores, or using the Google Pay app, the Payments team at Google is focused on making payments simple, seamless, and secure. In addition to consumer payment technologies, the Payments team also powers the money movement between Google and its consumers and businesses.
Responsibilities:
  • Work with Google Operations Center on technical payments escalations and serve as the subject matter expert. Develop new workflows and support automation efforts.
  • Oversee key performance indicators relevant to the business. Engage with our Scaled Operations team and partners in building Failure Mode Effects and Criticality Analysis (FMECA), Value Stream Mapping (VSM), and Business Continuity Plans (BCP).
  • Build one-pagers, collaborate on Business Requirements Documents (BRDs) and Product Requirements Documents (PRDs), and participate in pulling data and creating narratives for business reviews as needed. Manage a variety of work-streams, projects, and programs simultaneously.
  • Monitor program progress, identify potential obstacles early, and engage in problem-solving. Develop and implement new processes and initiatives to enhance global consistency, productivity, and overall operational efficiency.
  • Collaborate with stakeholders (Product Management, Engineering, Finance) to ensure process adherence, execution, and continuous improvement.

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