Global AI-Driven Product Support Manager

Google; San Francisco (CA); On-site; USD 140,000 - 204,000; Full time

Benefits offered by this job

Bonus target 15%

Equity

Benefits

Job summary

Google Store and gUP invite a Product Support Manager to own end-to-end customer journeys, driving AI self-service transformation, repairs modernization, and automated risk workflows. You will collaborate with Store, Fi, Engineering, Logistics, and Fraud teams to reduce Repeat Contact Rates and improve resolution times.

In this role, you will shape governance, KPIs, and cross-functional programs across hardware launches, market expansions, and promotions, delivering measurable business impact at

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in a project management or a customer-facing role.
• Experience in digital commerce, consumer electronics, post-purchase operations, or device warranties.
• Experience deploying AI-powered customer experiences, conversational self-service, or large-scale workflow automation.
• 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.

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

Skills

8 years experience

Education

Bachelor’s degree or equivalent

Job description

Google Store and gUP invite a Product Support Manager to own end-to-end customer journeys, driving AI self-service transformation, repairs modernization, and automated risk workflows. You will collaborate with Store, Fi, Engineering, Logistics, and Fraud teams to reduce Repeat Contact Rates and improve resolution times.

In this role, you will shape governance, KPIs, and cross-functional programs across hardware launches, market expansions, and promotions, delivering measurable business impact at