Global Product Support & AI Automation Lead

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

Job summary

Google is seeking a Product Support Manager within gTech gUP to own end-to-end purchase and post-purchase customer journeys, driving AI self-service transformation, replacements, repairs modernization, and automated risk/refund workflows.

You will collaborate with Store/Fi PM, Engineering, Logistics, and Fraud teams to reduce Repeat Contact Rates and resolution times, influencing global platform integrations and service policies.

Qualifications

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

Responsibilities

• Drive strategy, business requirements, and end-to-end execution for major platform overhauls, unified agent workflows, and cross-functional integrations across the customer life-cycle.
• Scale modernized commerce and post-purchase policies, including returns, replacements, repairs, and automated exceptions balancing effortless user experience with robust fraud and financial controls.
• Translate complex operational pain points and Customer data into technical product requirements, API specifications, and actionable multi-quarter engineering roadmaps.
• Identify and execute high-ROI automation initiatives that systematically reduce repeat contact rates, total resolution times, and manual handling costs across global networks.
• Lead worldwide pilots, market expansions, and legacy tool deprecations while ensuring seamless operational readiness, agent enablement, and cross-regional KPI tracking.

Skills

Project management

Customer-facing

Strategic planning

Education

Bachelor’s degree

Tools

SQL

Dashboards

A/B testing

Job description

Google is seeking a Product Support Manager within gTech gUP to own end-to-end purchase and post-purchase customer journeys, driving AI self-service transformation, replacements, repairs modernization, and automated risk/refund workflows.

You will collaborate with Store/Fi PM, Engineering, Logistics, and Fraud teams to reduce Repeat Contact Rates and resolution times, influencing global platform integrations and service policies.