Product Support Manager, gUP Platforms and Devices Google Store and Fi

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 don’t just manage support queues, we architect automated systems, shape commercial and fraud policies, and power every flagship Made by Google hardware across 20+ markets.

In this role, you will own end-to-end purchase and post-purchase customer journeys, driving AI self-service transformation, replacements and repairs modernization, and automated risk/refund 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 PM, Engineering, Logistics, and Fraud teams.

You will guide complex, multi-quarter systems, workflow, and service-design transformations across Google’s e-commerce and consumer hardware ecosystem, architect scalable support platforms, automated workflow engines, and next-generation service policies that power seamless customer experiences at global scale. You will bridge technical systems requirements with operational strategy, driving cross-product area platform integrations, eliminating systemic customer and agent friction, mitigating financial and abuse risks, and delivering multi-million-dollar improvements in Cost of Service and 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 (https://www.youtube.com/watch?v=HcjR6ZngQcw).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 (https://www.google.com/about/careers/applications/benefits/).

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 deploying AI-powered customer experiences, self-service platforms, and workflow automation in consumer technology or e-commerce environments.

- Deep familiarity with digital commerce ecosystems, consumer electronics, subscription services, and omnichannel customer journeys.

- Strong proficiency in structured problem-solving, business case modeling, and leveraging data tools like SQL, dashboards, and A/B testing to measure ROI.

- Proven track record owning ambiguous, programs from ideation and executive alignment through global rollout and business impact.

- Exceptional storytelling skills to craft strategy papers, lead executive reviews, and drive alignment across various Product Areas.

- Drive strategy, business requirements, and end-to-end execution for major platform overhauls, unified agent workflows, and cross-functional integrations across the customer life-cycle.

- Scale modernized commerce and post-purchase policies, including returns, replacements, repairs, and automated exceptions balancing effortless user experience with robust fraud and financial controls.

- Translate complex operational pain points and Customer data into technical product requirements, API specifications, and actionable multi-quarter engineering roadmaps.

- Identify and execute high-Return on Investment (ROI) automation initiatives that systematically reduce repeat contact rates, total resolution times, and manual handling costs across global networks.

- Lead worldwide pilots, market expansions, and legacy tool deprecations while ensuring seamless operational readiness, agent enablement, and cross-regional Key Performance Indicator (KPI) tracking.