Product Support Manager, gUP Google Store and Fi
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a project management or a customer-facing role.
Preferred qualifications:
- Experience in e-commerce, consumer hardware, post-purchase order management, refunds, returns, and device protection programs.
- Experience designing and scaling automated workflows and self-service solutions to reduce customer friction and operational metrics.
- Experience managing complex multi-quarter projects independently, influencing product, engineering, and supply chain partners.
- Experience establishing operational playbooks, bug resolution service level agreements, and fraud mitigation guardrails in fast-paced support environments.
- Strong analytical capabilities utilizing dashboards and root-cause analysis to translate customer insights into product and policy improvements.
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).The gUP Platforms and Devices Google Store sits at the intersection of global e-commerce, hardware logistics, telecom, and generative AI. What makes us unique is that our Product Support Managers do not just manage queues, we architect automated systems, shape commercial and fraud policies, and power flagship Made by Google hardware across twenty plus markets.
In this role, you will own end-to-end purchase and post-purchase customer journeys, driving AI self-service transformation, replacement and repair modernization, and automated risk and refund workflows. You will care deeply about data-driven root-cause elimination by reducing Repeat Contact Rates and resolution times as embedded partners with Store, Fi, Engineering, Logistics, and Fraud teams.
As a Product Support Manager, you will lead post-purchase support operations, automated refund workflows, and ecosystem across Google Store and Health and Home. You will partner closely with Product, Engineering, Reverse Logistics, and Global Vendor Operations, design scalable agent workflows, govern Return Merchandise Authorization and order exception policies, and drive bug resolution Service Level Agreements to reduce customer effort, prevent financial leakage, and lower operational metrics.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
- Manage post-purchase support across Google Store journeys, including order management, refunds, returns, replacements, and device protection.
- Drive automation and workflows with engineering and operations to reduce customer effort, Repeat Contact Rate, and resolution time.
- Analyze customer insights and metrics to identify product, policy, or tooling gaps and advocate upstream fixes.
- Lead cross-functional escalation pathways, bug SLAs, and operational playbooks to resolve high-impact issues rapidly.
- Ensure launch and ecosystem readiness across hardware portfolios, subscriptions, agent enablement, and fraud controls.
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