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Job Description
- Develop and evolve the user support experience strategy for Google Pay India, understanding all aspects of customer support.
- 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.