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Feedback Product Analyst
Ref No.: 17-01458
Location: Mountain View, California
Position Type:Contract
Team Overview:
our client's Product Operations team mission is to delight the hundreds of millions of consumers who rely on our client's flagship products, such as Gmail, Android, Search, Chrome and our client Play. We're an operational team that focuses on delivering excellent customer care and providing support for consumers when they need us. We represent the voice of the consumer and work closely with cross-functional partners across our client to make our products and policies better.

Top 3 daily responsibilities:
As Product Feedback Analyst, You will help us surface timely insights into top user issues by:
  1. Partnering with our team of feedback vendors to maintain an up-to-date taxonomy that accurately classifies user issues
  2. Monitoring emerging issues in customer feedback and raising high-priority bugs to our team
  3. Investigating the underlying cause of feedback trends to identify meaningful patterns
  • Coordinate with Feedback triage team to review issue categories and maintain high-quality bar of Allo, Duo, and Android Messages's feedback taxonomy
  • Examine feedback inflow spikes across Allo, Duo, and Android Messages products to determine investigation/escalation needs
  • Provide weekly report on taxonomy updates/changes
  • Drive the progress of Allo, Duo And Android Messages support escalations; provide monthly report summarizing escalations (opened/closed/fixed; P0/P1 highlights)
  • Deliver Product UI overview training to Feedback Product Specialist (PS) and Triage team for upcoming user-visible feature changes
Required Qualifications:
  • BA/BS or 3 years equivalent experience in lieu of degree
  • 2-3 experience in customer support and user experience arenas
  • Excellent written and oral communication skills
  • Aptitude for problem solving, particularly around troubleshooting technical issues
  • Self-starter with a track record of working in complex organizations with shifting priorities
  • Proven good judgment in navigating and resolving sensitive situations
  • Experience interacting with high leadership positions and decision makers
  • Relevant experience with Analytic reasoning
  • Experience working across different timezones and with culturally diverse teams
Nice to have:
  • Experience managing product or feedback taxonomy