Global AI-Driven Product Support Manager

Google; Atlanta (GA); Sur place; USD 140 000 - 204 000; Plein temps

Avantages offerts par ce poste

Equity

Résumé du poste

Google Store and gTech teams invite a Product Support Manager to own end-to-end customer journeys, driving AI self-service, repairs modernization, and automated risk workflows. You will partner across Store, Fi, Engineering, Logistics, and Fraud to reduce Repeat Contact Rates and improve resolution times at global scale.

You will lead strategic initiatives shaping commerce and customer care for hardware and subscriptions, bridging gTech, Product Management, Engineering, Marketing, and Operations

Qualifications

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

Responsabilités

• 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, KPIs, and improvement loops across vendor networks to boost CSAT, reduce Repeat Contact Rate, optimize Cost of Service, and align stakeholders.

Connaissances

SQL

AB testing

ROI

Formation

Bachelor’s degree or equivalent

Description du poste

Google Store and gTech teams invite a Product Support Manager to own end-to-end customer journeys, driving AI self-service, repairs modernization, and automated risk workflows. You will partner across Store, Fi, Engineering, Logistics, and Fraud to reduce Repeat Contact Rates and improve resolution times at global scale.

You will lead strategic initiatives shaping commerce and customer care for hardware and subscriptions, bridging gTech, Product Management, Engineering, Marketing, and Operations