Global AI-Driven Product Support Leader

Google

Atlanta (GA)

Hybrid

USD 140,000 - 204,000

Full time

36 hours ago

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Job summary

Google’s gTech Users and Products (gUP) team seeks a Product Support Manager to oversee end-to-end customer journeys in Google Store ecosystems across multiple markets. You will architect automated workflows, optimize policies, and partner with Store/Fi PM, Engineering, Logistics, and Fraud teams to improve cost of service and customer satisfaction.

You will drive multi-quarter roadmaps, manage cross-functional programs from ideation to rollout, and deliver scalable support platforms while

Qualifications

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

Responsibilities

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-ROI automation initiatives that 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 KPI tracking.