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

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

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

Locations: Sunnyvale, CA, USA; Atlanta, GA, USA; Boulder, CO, USA; New York, NY, USA; San Francisco, CA, USA

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.

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.

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

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.