Global Product Support Manager, AI & Automation

Google; Boulder (CO); Sur place; USD 140 000 - 204 000; Plein temps

Résumé du poste

Google is seeking a Product Support Manager for gTech Users and Products (gUP) to own end-to-end customer journeys, drive AI self-service transformation, and modernize post-purchase workflows across global markets. You will collaborate with Store/Fi PM, Engineering, Logistics, and Fraud teams to reduce repeat contacts and improve efficiency.

The role emphasizes data-driven decisions, scalable support platforms, and cross-product integrations, with strategic impact on cost of service and customer

Qualifications

• Bachelor's degree or equivalent practical experience.
• 8 years of experience in a project management or a customer-facing role.
• Experience deploying AI-powered customer experiences.
• Familiarity with digital commerce ecosystems and omnichannel journeys.
• Strong problem-solving and data-driven decision making.
• Ability to translate requirements into product roadmaps and executive reviews.

Responsabilités

• 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.

Connaissances

AI-powered experiences

Digital commerce

Problem solving

SQL & analytics

Executive storytelling

Formation

Bachelor's degree

Description du poste

Google is seeking a Product Support Manager for gTech Users and Products (gUP) to own end-to-end customer journeys, drive AI self-service transformation, and modernize post-purchase workflows across global markets. You will collaborate with Store/Fi PM, Engineering, Logistics, and Fraud teams to reduce repeat contacts and improve efficiency.

The role emphasizes data-driven decisions, scalable support platforms, and cross-product integrations, with strategic impact on cost of service and customer