Global Product Support & AI Operations Lead

Google; Boulder (CO); On-site; USD 140,000 - 204,000; Full time

Job summary

Google’s gTech Users and Products (gUP) organization seeks a program manager to drive Continuous Improvement for top support drivers. You’ll organize reviews and Immersions, transitioning 1:1 support to scalable, low-friction operations across global deployments.

Partner with Legal and Engineering to define strategies, push data-backed improvements, and reduce churn while expanding AI-enabled capabilities across Google Fi and retail workflows.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in a project management or a customer-facing role.
• Master’s degree preferred in business, statistics, mathematics, economics, engineering or applied science.
• Experience with AI/ML or automation to transform support environments.

Responsibilities

• Lead execution of domestic and international retail store openings, prioritizing complex new market entries.
• Collaborate with retail teams to ensure product launch readiness and training deployment.
• Oversee workstreams like policy and content localization, systems and telephony infrastructure, and new support capabilities.
• Liaise between Engineering, Retail, and Product Area stakeholders to harmonize troubleshooting and support experiences.
• Drive AI into Global Support Center and retail workflows to automate routine support and optimize resources.

Skills

Project management

Stakeholder management

Customer-facing experience

AI/ML awareness

Education

Bachelor's degree or equivalent practical experience

Master's degree preferred

Job description

Google’s gTech Users and Products (gUP) organization seeks a program manager to drive Continuous Improvement for top support drivers. You’ll organize reviews and Immersions, transitioning 1:1 support to scalable, low-friction operations across global deployments.

Partner with Legal and Engineering to define strategies, push data-backed improvements, and reduce churn while expanding AI-enabled capabilities across Google Fi and retail workflows.