Global AI-Driven Product Support Manager

Google; Boulder (CO); In loco; USD 140.000 - 204.000; Tempo pieno

Descrizione del lavoro

Google Store is seeking a Product Support Manager to own end-to-end customer journeys, drive AI self-service transformation, and modernize repairs and risk workflows at global scale.

You will partner with Product, Engineering, and Operations to lead initiatives across pre-purchase to post-purchase experiences, delivering measurable improvements in CSAT and operational efficiency. Strong strategic and storytelling skills are essential.

Competenze

• Bachelor's degree or equivalent practical experience.
• 8 years of experience in a project management or a customer-facing role.
• 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 to global rollout and measurable business impact.

Mansioni

• 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.

Conoscenze

Structured problem-solving

Business modeling

ROI measurement (A/B testing)

Executive storytelling

Formazione

Bachelor's degree or equivalent practical experience

Strumenti

SQL

Descrizione del lavoro

Google Store is seeking a Product Support Manager to own end-to-end customer journeys, drive AI self-service transformation, and modernize repairs and risk workflows at global scale.

You will partner with Product, Engineering, and Operations to lead initiatives across pre-purchase to post-purchase experiences, delivering measurable improvements in CSAT and operational efficiency. Strong strategic and storytelling skills are essential.