Product Support Manager, Shopping Product Support Excellence
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Applicants in San Francisco: Qualified applications with arrest or conviction records will be considered for employment in accordance with the San Francisco Fair Chance Ordinance for Employers and the California Fair Chance Act.Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Sunnyvale, CA, USA; Boulder, CO, USA; Chicago, IL, USA; San Francisco, CA, USA.
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a technical project management or a customer-facing role.
Preferred qualifications:
- Experience supporting consumer or merchant-facing e-commerce, digital retail, visual search, or generative/agentic AI products.
- Strong investigative capabilities with proven experience translating unstructured feedback into actionable product recommendations.
- Demonstrated track record of managing competing priorities, leading cross-functional alignment across PM/Eng/UX, and driving end-to-end launch readiness.
- Excellent written and verbal communication skills with the ability to influence executive cross-functional stakeholders.
About the job
We are part of Product Support Excellence within gUP (gTech Users and Products), dedicated to delivering exceptional service while advocating the consumer perspective for Google’s flagship commerce platforms. In this role, you will bridge the gap between billions of everyday shoppers and internal engineering teams, leveraging operational systems, active feedback loops, and cross-functional partnerships to make online journeys more intuitive, helpful, and reliable.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.To learn more about gTech, check out our video.Individual pay is determined by factors including job-related skills, experience, and relevant education or training.
US: $114000 - $163000 (USD) + 15% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Serve as the dedicated support strategy lead and main point of contact for Shopping Product Management and Engineering partners across Shopping Creatives, Visual Content, and Agentic features.
- Define and execute launch readiness plans, issue taxonomy, operational workflows, and risk assessments for new shopping formats and Artificial Intelligence-driven experiences.
- Monitor product uptake, track spikes in feedback, lead critical issue escalation management, and provide swift resolution for emerging user pain points.
- Transform raw feedback and operational data into user insights, influencing product roadmaps and feature iteration for visual shopping and agentic tools.
- Partner cross-functionally with Product Manager, Engineering, Program Manager, User Experience Research, Trust and Safety, and Content teams to integrate the shopper into every stage of the product development lifecycle.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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