Global AI-Driven Product Support Manager

Google; New York (NY); Hybrid; USD 140,000 - 204,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

Google Store gUP team seeks a Product Support Manager to own end-to-end customer journeys, driving AI self-service transformations and repairs modernization.

You will collaborate with Store, Fi, Engineering, Logistics, and Fraud teams to reduce Repeat Contact Rates, shorten resolution times, and shape policies for global scale.

This role blends strategy with hands-on execution, delivering measurable business impact across hardware and subscriptions, with equity and a competitive benefits package.

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.

Skills

Project management

Customer-facing

Data-driven decision making

SQL

A/B testing

Executive storytelling

Cross-functional collaboration

Education

Bachelor’s degree

Tools

Generative AI tooling

Job description

Google Store gUP team seeks a Product Support Manager to own end-to-end customer journeys, driving AI self-service transformations and repairs modernization.

You will collaborate with Store, Fi, Engineering, Logistics, and Fraud teams to reduce Repeat Contact Rates, shorten resolution times, and shape policies for global scale.

This role blends strategy with hands-on execution, delivering measurable business impact across hardware and subscriptions, with equity and a competitive benefits package.