Job description
Join Google as a Product Support Manager for the Google Store Japan, dedicated to delivering exceptional English- and Japanese-language support for customers purchasing Google hardware and services. This role is based in Singapore and focuses on enabling smooth experiences across the Google Store ecosystem for the Japan market, combining global standards with local insights.
As a Senior Operations lead, you will drive cross-functional programs across Product, Engineering, Marketing, and Customer Support. You’ll design scalable processes, define success metrics, and implement data-driven improvements that shorten resolution times while elevating customer satisfaction. You will partner with regional teams to ensure Japan-market needs are reflected in product and support strategies, while maintaining Google’s global quality standards.
Fluency in English and Japanese is essential to clearly communicate complex product information, translate customer feedback into actionable improvements, and coach teams across regions. A customer-first mindset, strong analytical capabilities, and a passion for user experience are critical in this fast-paced environment.
Key opportunities include owning the end-to-end customer journey for the Google Store Japan, optimizing self-service content, and driving initiatives that enhance cross-functional collaboration. This position offers exposure to e-commerce operations, product launches, and performance analytics within a global tech leader.
Responsibility
- Lead and optimize Google Store Japan product support operations across English and Japanese channels.
- Collaborate with Product, Engineering, Marketing, and Customer Support to translate customer feedback into product improvements.
- Define and monitor KPIs (CSAT, NPS, first response time, resolution time) and report insights to leadership.
- Design scalable processes and automation to reduce manual effort and speed up issue resolution.
- Own escalation management, complex case handling, and coordination with regional teams in Japan.
- Manage training and enablement for support agents and cross-functional partners; maintain bilingual knowledge bases.
- Lead cross-functional projects around launches, promotions, and policy updates; ensure alignment with Google standards and regulatory requirements.
Qualification
- Bachelor’s degree or equivalent practical experience in a relevant field.
- 5+ years in product support, operations, or customer experience roles; e-commerce or hardware experience is a plus.
- Fluent in English and Japanese with excellent written and verbal communication skills.
- Proven ability to manage cross-functional projects and influence stakeholders without formal authority.
- Data-driven mindset with experience using dashboards, metrics, and continuous improvement techniques.
- Experience in process optimization, knowledge base management, and training delivery.
- Familiarity with the Japanese market, data privacy considerations, and working in a global team.