Executive Lead: Google Store Product & Support Excellence

Google Inc.; Atlanta, Sunnyvale (GA, CA); On-site; USD 224,000 - 311,000; Full time

Job summary

Google is seeking a strategic Head of Google Store Product and Customer Support Excellence. Lead a global team delivering the Store's product experience and support operations, driving customer trust and scaling with AI tooling across online and offline channels.

The role requires deep program management, cross-functional leadership, and a proven record in guiding large hardware initiatives with executive stakeholder influence.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 15 years of experience in a project/program management, strategy or consulting role.
• 5 years of experience in people management.
• Experience with cross-functional stakeholder management.

Responsibilities

• Define and execute end-to-end operational frameworks for Google Store to deliver a consistent customer experience, enhance user trust, and reduce fraud while driving cost efficiency worldwide.
• Implement next-generation machine learning and AI conversational support systems to automate user interactions, streamline workflows, and significantly decrease global contact rates across operations.
• Synthesize customer feedback to resolve critical journey gaps, manage bug hotlists, and guarantee complete operational readiness while exceeding core launch metrics.
• Partner with Product, Engineering, and UX to advocate for customer-centric post-purchase features across the lifecycle while ensuring compliance with complex regulations.
• Inspire and mentor Product Support Managers to foster a high-impact culture while managing strategic relationships with executive stakeholders across Store product, operations, and global support teams.

Skills

People management

Stakeholder management

Strategic thinking

Decision making

Education

Bachelor's degree

Job description

Google is seeking a strategic Head of Google Store Product and Customer Support Excellence. Lead a global team delivering the Store's product experience and support operations, driving customer trust and scaling with AI tooling across online and offline channels.

The role requires deep program management, cross-functional leadership, and a proven record in guiding large hardware initiatives with executive stakeholder influence.