Global Product Support & AI Operations Lead

Google; Atlanta (GA); On-site; USD 140,000 - 204,000; Full time

Job summary

Google's gTech Users and Products (gUP) team seeks an experienced operations leader to own continuous improvement workstreams for top contact and business drivers. You will organize case reviews, immersions, and report on support trends to drive actionable insights, ensuring precise execution in the transition of 1:1 support.

This role partners with Legal and Engineering to implement support strategies, reduce churn, and optimize global subscriber experiences across domestic and international

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 8 years in PM or customer-facing role.
• Experience with AI/ML to improve customer support or workflows.
• Experience with international product launches, retail infra, or telecom operations.
• Ability to navigate stakeholder complexity across Engineering, Legal, Marketing.
• Proven track record of leading complex operational projects to global deployment.

Responsibilities

• Lead execution of domestic and international retail store openings, prioritizing complex new market entries.
• Collaborate with retail teams to ensure product launch readiness, training deployment, troubleshooting, and escalation frameworks.
• Oversee critical workstreams like Policy and Content Localization, Systems and Telephony Infrastructure, and deploying new support capabilities.
• Liaison between Engineering, Retail, and Product Area stakeholders to harmonize hardware/software troubleshooting and refine customer support experiences.
• Drive advanced AI into Global Support Center and retail workflows to automate routine support and optimize resource allocation.

Skills

PM experience

Customer-facing

AI/ML in support

Global launches

Stakeholder mgmt

Operational projects

Education

Bachelor’s degree or equivalent practical experience

Job description

Google's gTech Users and Products (gUP) team seeks an experienced operations leader to own continuous improvement workstreams for top contact and business drivers. You will organize case reviews, immersions, and report on support trends to drive actionable insights, ensuring precise execution in the transition of 1:1 support.

This role partners with Legal and Engineering to implement support strategies, reduce churn, and optimize global subscriber experiences across domestic and international