As a Partner Enablement Product Support Manager for gTech users and Products (gUP) Platforms and Devices in APAC, you will play a central role in driving support strategies and operational readiness for Google’s hardware and services portfolio in Japan. You will cover Pixel phones, watches, buds, Nest/Home devices, Health/Wearables (Fitbit), and subscription offerings.
Based in Tokyo, you will own the Platforms and Devices partner support execution for Japan, leading relationship management and operational alignment with top Japanese Telco, Retail, and E-commerce partners (such as Softbank, NTT Docomo, KDDI, Yodobash). You will represent the user and partner, identify critical product insights, and advocate for continuous support quality improvements across all partner channels.Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.
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Responsibilities
- Lead relationship management with operations and customer support teams across assigned Japanese Telco, Retail, and E-commerce partners.
- Aggregate partner and user feedback to provide strategic insights to Product Managers (PMs) and Go-To-Market (GTM) teams, driving core performance metrics including CSAT, NPS, Contact Rate, and Support Cost Reduction.
- Evolve the user and partner support strategy for Google product offerings based on deep knowledge of Japanese retail landscapes, carrier environments, and consumer electronics trends.
- Manage operational support readiness for new product introductions (NPI) across Pixel, Nest, and Wearable launches in close coordination with partner representatives.
- Collaborate with global gUP teams to adapt and execute market-relevant partner programs, including B2B hardware support models for commercial and enterprise channels.
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a technical project management or a customer-facing role.
- 6 years of experience in operations, partner management, or customer support operations.
Preferred qualifications:
- Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
- 8 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
- Experience managing complex partner relationships independently with minimal guidance, particularly with Japanese Telco, Retail, or E-commerce ecosystem partners.
- Technical understanding or operational experience with consumer hardware (mobile devices, wearables, smart home) and subscription services.
- Demonstrated ability to navigate ambiguity, drive multi-quarter initiatives to completion, and maintain effective executive communication.
- Strong stakeholder management and negotiation skills with a track record of driving cross-functional operational improvements.