Global Product Support & Automation Lead (AI)

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

Job summary

Google LLC is seeking a Product Support Manager for gUP Platforms and Devices Google Store and Fi. You will own end-to-end customer journeys, drive AI self-service transformation, and shape automated workflows across Google’s e-commerce and hardware ecosystem.

The role requires strong program management, collaboration with Store/Fi PM, Engineering, Logistics, and Fraud teams, and a track record of multi-quarter system and policy transformations at global scale.

Qualifications

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

Responsibilities

• Drive strategy for platform overhauls, unified workflows, and cross-functional integrations across the customer life-cycle.
• Scale modernized commerce and post-purchase policies (returns, replacements, repairs, automated exceptions).
• Translate operational pain points into technical product requirements, API specs, and roadmaps.
• Identify ROI automation initiatives to reduce repeat contacts, resolution times, and manual handling costs.
• Lead global pilots, market expansions, and cross-regional KPI tracking.

Skills

Project management

Customer-facing

Education

Bachelor’s degree or equivalent practical experience

Job description

Google LLC is seeking a Product Support Manager for gUP Platforms and Devices Google Store and Fi. You will own end-to-end customer journeys, drive AI self-service transformation, and shape automated workflows across Google’s e-commerce and hardware ecosystem.

The role requires strong program management, collaboration with Store/Fi PM, Engineering, Logistics, and Fraud teams, and a track record of multi-quarter system and policy transformations at global scale.