Minimum qualifications:

• Bachelor's degree in Design, Human-Computer Interaction, Interaction, or or equivalent practical experience.
• Experience managing managers and collaborating with C-level product managers and engineers.
• Experience in an executive-level role creating strategy and designing products, with experience in innovation and product design.

Preferred qualifications:

• Experience contributing to innovative, successful products and UI Platforms.
• Experience influencing across functions and levels in a matrixed environment.
• Excellent managerial and operational skills, including experience leading large teams and driving organizational design, career development, operations, and culture both within UX organizations and while partnering with program management and engineering teams.
• Effective communication skills with the ability to listen, articulate positions, and advocate for UX.

About the job

As the Director of User Experience (UX), Google Support, you will establish an inspiring vision and drive working definition to ensure that the Support Platform remains and continues to grow as an undisputed core strength across Google's products in service of our billions of customers. As a member of the Support team, you will work to grow Google's customer support experiences by taking an AI-first approach and capitalizing on Google's strengths to deliver solutions that proactively serve the customer and the business.

Users come first at Google. Nowhere is this more important than on our Advertising and Commerce team: we believe that ads and commercial information can be highly useful to our users if that information is relevant to what our users wish to find or do. Advertisers worldwide use Google Ads to promote their products; publishers use AdSense to serve relevant ads on their website; and business around the world use our products (like Google Shopping, and Google Wallet) to support their online businesses and bring users into their offline stores. We are constantly innovating to deliver the most effective advertising and commerce opportunities of tomorrow.

Responsibilities

• Guide product visions and strategic roadmaps that lead to the growth of existing products while pursuing new ones. Set a high standard for excellence through your organization's use of user-centered principles and methods across all UX sub-disciplines.
• Build a diverse team and implement equitable processes and programs, providing equal possible outcomes for every individual. Create an environment where every team member feels comfortable being their authentic self and is supported.
• Manage performance and guide career growth of leaders on the team. Establish the organization's vision and structure so managers reporting to them are empowered to own their area's strategy.
• Maintain relationships with senior leadership and cross-functional partners. Foster a collaborative culture that aligns resourcing and agendas from all perspectives.
• Build strong relationships with our partner organizations across Google to define and implement support strategy.