Solutions Consultant, Feedback Operations

About The Job

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).

Feedback Operations (FBO) transforms user feedback reports annually into actionable insights that shape Google products. Through a powerful synergy of machine learning and human expertise, we point critical trends and issues, ensuring user feedback drives data-informed decisions and a user experience. We deliver accurate, reliable insights at scale, fundamentally informing product roadmaps and accelerating innovation.

In this Solutions Consultant, Feedback Operations role, you will play a key part in designing, implementing, and optimizing the technical solutions, tools, and processes that power our feedback operations. You will work cross-functionally to ensure users are effectively captured, analyzed, and actioned to improve our products.

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.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a project management or a customer-facing role.

Preferred qualifications:

• Experience with user feedback platforms and tools (e.g., Listnr, Buganizer).
• Experience working with large-scale operations and vendor teams.
• Experience in data analysis and visualization tools (e.g., SQL).
• Experience in process design, optimization, and workflow automation.
• Familiarity with Google's product development lifecycle.
• Understanding of customer support operations and related technologies.

Responsibilities

• Design, implement, and optimize scalable technical solutions and workflows for user feedback collection, triaging, analysis, and reporting.
• Collaborate with product, engineering, and product support managers to translate business needs into technical requirements for feedback tools and processes.
• Lead projects to enhance feedback platforms, tools, and operational efficiency, managing them from conception through launch and landing.
• Analyze user feedback data to uncover product issues, trends, and improvement opportunities, delivering actionable insights to stakeholders.
• Provide technical guidance, troubleshoot issues within the feedback ecosystem, and contribute to the strategic roadmap for Feedback Operations tools and services.

Key skills/competency

• Project Management
• Customer Engagement
• Data Analysis
• Process Optimization
• Technical Solutions Design
• Workflow Automation
• Stakeholder Collaboration
• User Experience
• Product Development Lifecycle
• SQL