gUP Platform and Devices Manager, Health Product Excellence
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 15 years of experience in a project management or a customer-facing role.
- 5 years of experience in people management or in a leadership role.
Preferred qualifications:
- Experience in the health technology or wellness industry with specific experience supporting medically regulated features or products.
- Experience developing and implementing strategies that leverage AI and AI-powered tools (e.g., Agentic AI) in a support context.
- Expertise in translating data and user feedback into actionable product improvements and strategic recommendations.
- Proven track record of launching and supporting consumer hardware, software, or subscription products.
- Excellent stakeholder management and influencing skills, with experience presenting to and influencing with executive leadership.
- Ability to grow in a fast-paced, ambiguous environment while leading complex, cross-functional projects.
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).As the gUP P&D Manager for Health Support Excellence, you will be a critical leader responsible for orchestrating, scaling, and transforming the end-to-end customer support experience for all of Google’s Health products, features, and services.
You will lead, inspire, and manage a high-performing team of Support Experience (SE) Product Support Managers (PSMs). Your team ensures operational readiness for product launches, leads "Digital First" support transformations, and optimizes day-to-day user support systems.
Your role requires a deep understanding of customer support ecosystems, a passion for AI-driven support operations, and the ability to lead a team with empathy and integrity. You will own the Support Experience strategy, ensuring global agent network is operationally ready, support platforms are compliant with medically regulated features, and that our support tools continuously evolve to meet the future of automated, AI-native care.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: $224000 - $312000 (USD) + 25% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Orchestrate the AI-driven support roadmap and scale generative AI capabilities alongside agent-facing tools to drive self-resolution, improve efficiency, and minimize unnecessary contacts.
- Guarantee 100% operational readiness for critical product launches and platform migrations while holding teams accountable to exceeding core metrics including Customer Satisfaction (CSAT), resolution, and repeat-contact rates.
- Build scalable support models for various external partner segments and optimize customer journeys to maximize premium subscription trial conversion and reduce user churn.
- Create tight feedback loops with product and engineering teams to resolve underlying tool gaps while managing high-priority executive escalations for regulatory compliance.
- Coach, and mentor Support Experience professionals, fostering a high-trust culture while driving performance management and continuous upskilling.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
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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Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.