Global Head, Store Product & Customer Support Excellence

Google; San Francisco (CA); On-site; USD 224,000 - 311,000; Full time

Job summary

Google’s gTech Users and Products (gUP) team seeks a Head of gUP P&D for Google Store Product and Customer Support Excellence. You will lead a high-performing team of Product Support Managers and translate user feedback into actionable product roadmaps, influencing cross-functional partners to elevate the Store experience.

You will drive AI-enabled support, scale operations globally, advocate customer trust, and collaborate with Product, Engineering, and UX to deliver post-purchase value

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 15 years of experience in a project/program management, strategy or consulting role.
• 5 years of experience in people management.
• Experience with cross-functional stakeholder management.

Responsibilities

• Define and execute end-to-end operational frameworks for Google Store to deliver a consistent customer experience, enhance user trust, and reduce fraud while driving cost efficiency worldwide.
• Implement next-generation machine learning and AI conversational support systems to automate user interactions, streamline workflows, and significantly decrease global contact rates across operations.
• Synthesize customer feedback to resolve critical journey gaps, manage bug hotlists, and guarantee complete operational readiness while exceeding core launch metrics.
• Partner with Product, Engineering, and UX to advocate for customer-centric post-purchase features across the lifecycle while ensuring compliance with complex regulations.
• Inspire and mentor Product Support Managers to foster a high-impact culture while managing strategic relationships with executive stakeholders across Store product, operations, and global support teams.

Skills

Project/Program management

People management

Cross-functional stakeholder

Education

Bachelor's degree or equivalent practical experience

Job description

Google’s gTech Users and Products (gUP) team seeks a Head of gUP P&D for Google Store Product and Customer Support Excellence. You will lead a high-performing team of Product Support Managers and translate user feedback into actionable product roadmaps, influencing cross-functional partners to elevate the Store experience.

You will drive AI-enabled support, scale operations globally, advocate customer trust, and collaborate with Product, Engineering, and UX to deliver post-purchase value