Global Product Support Manager — AI-Driven Customer Care

Google; New York (NY); On-site; USD 140,000 - 204,000; Full time

Job summary

Google is seeking a Product Support Manager within gTech to own end-to-end customer journeys, drive AI self-service transformation, and modernize repairs and automated risk workflows. You will partner with Store, Fi, Engineering, Logistics, and Fraud teams to reduce Repeat Contact Rates and improve time-to-resolution.

You will lead cross-functional programs across product, engineering, marketing, and operations, guiding AI-enabled support initiatives and large-scale workflow automation with a

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, conversational self-service, or large-scale workflow automation in tech or e-commerce environments.

Responsibilities

• Own end-to-end customer journeys and drive AI self-service transformation.
• Lead high-impact strategic initiatives shaping commerce and customer care across Google’s hardware and subscriptions portfolio.
• Operate as a strategic bridge between gTech, Product Management, Engineering, Marketing, and Operations, driving cross-functional programs.
• Partner with Product and Engineering to scale generative AI capabilities, intelligent self-service tools, and agent workflows.

Skills

Project management

Customer-facing

AI initiatives

Data-driven decision-making

Education

Bachelor’s degree or equivalent practical experience

Tools

SQL

A/B testing

Job description

Google is seeking a Product Support Manager within gTech to own end-to-end customer journeys, drive AI self-service transformation, and modernize repairs and automated risk workflows. You will partner with Store, Fi, Engineering, Logistics, and Fraud teams to reduce Repeat Contact Rates and improve time-to-resolution.

You will lead cross-functional programs across product, engineering, marketing, and operations, guiding AI-enabled support initiatives and large-scale workflow automation with a