AI-Driven Platform & Devices Support Leader

Google LLC; Sunnyvale, Atlanta (CA, GA); On-site; USD 140,000 - 204,000; Full time

Job summary

Google LLC's gTech gUP Store team seeks a Product Support Manager to own end-to-end customer journeys, drive AI self-service transformation, and modernize repairs and risk workflows across Google Store and Fi. You will partner with Store, Fi, Engineering, Logistics, and Fraud teams to reduce Repeat Contact Rates and improve CSAT at scale.

The role demands strategic thinking, data-driven decision making, and the ability to influence executives without direct authority across global markets.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in a project management or a customer-facing role.

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.

Job description

Google LLC's gTech gUP Store team seeks a Product Support Manager to own end-to-end customer journeys, drive AI self-service transformation, and modernize repairs and risk workflows across Google Store and Fi. You will partner with Store, Fi, Engineering, Logistics, and Fraud teams to reduce Repeat Contact Rates and improve CSAT at scale.

The role demands strategic thinking, data-driven decision making, and the ability to influence executives without direct authority across global markets.