Product Support Manager, Platforms and Devices, Google Store and Fi
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a project management or a customer-facing role.
Preferred qualifications:
- Experience in digital commerce, consumer electronics, post-purchase operations (refunds, returns, RMAs, payments), or device warranties.
- Experience deploying AI-powered customer experiences, conversational self-service, or large-scale workflow automation in tech or e-commerce environments.
- Proficiency in structured problem-solving, business modeling, and leveraging SQL or A/B testing to measure Return on Investment (ROI).
- Track record of owning ambiguous, large-scale programs from ideation and executive alignment to global rollout and measurable business impact.
- Exceptional storytelling skills, demonstrating ability to craft strategy papers, lead executive reviews, and drive alignment without direct authority.
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 various 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).gUP Platforms and Devices Google Store sits at the intersection of global e-commerce, hardware logistics, telecom, and generative AI. Our Product Support Managers architect automated systems, shape commercial and fraud policies, and power flagship Made by Google hardware across 20+ markets.
In this role, you will own end-to-end customer journeys, driving AI self-service transformation, repairs modernization, and automated risk workflows. You will care deeply about data-driven root-cause elimination, reducing Repeat Contact Rates and resolution times by collaborating as embedded partners with Store, Fi, Engineering, Logistics, and Fraud teams.
As a Product Support Manager, you will lead high-impact strategic initiatives shaping commerce and customer care across Google’s hardware and subscriptions portfolio. You will operate as a strategic bridge between gTech, Product Management, Engineering, Marketing, and Operations, drive cross-functional programs spanning AI support transformation, journey innovation, and product launches. You will combine deep business acumen, data-driven strategy, and stakeholder influence to solve complex challenges at global scale, enhancing satisfaction, driving revenue, and transforming operational efficiency.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: $140000 - $204000 (USD) + 15% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Define goal, roadmap, and execution for cross-functional Google Store initiatives spanning pre-purchase, checkout, fulfillment, and post-purchase customer life-cycle experiences.
- Partner with Product and Engineering to pioneer, evaluate, and scale generative AI capabilities, intelligent self-service tools, and agent workflows delivering effortless resolutions.
- Synthesize quantitative metrics and customer intelligence into executive business cases, influencing upstream product features, policies, and e-commerce roadmaps.
- Lead global support strategy and operational readiness for major hardware launches, new market expansions, and strategic promotional or retail initiatives.
- Establish governance, Key Performance Indicator (KPIs), and improvement loops across vendor networks to boost Customer Satisfaction (CSAT), reduce Repeat Contact Rate, optimize Cost of Service, and align stakeholders.
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