Global Product Support Manager — AI-Driven Platform & ROI

Google; Sunnyvale (CA); Sur place; USD 140 000 - 204 000; Plein temps

Avantages offerts par ce poste

Equity

Bonus 15% target

Benefits

Résumé du poste

Google is seeking a Product Support Manager within gUP to own end-to-end purchase and post-purchase journeys, driving AI self-service transformation and automated workflows across the Google Store and platform ecosystems.

You will lead cross-functional efforts across Store, Engineering, Logistics, and Fraud teams to reduce repeats, shorten resolutions, and scale multi-market operations with strong data-driven decision making.

Qualifications

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

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

Project management

Customer-facing

Formation

Bachelor’s degree or equivalent practical experience

Outils

SQL

Dashboards

A/B testing

Description du poste

Google is seeking a Product Support Manager within gUP to own end-to-end purchase and post-purchase journeys, driving AI self-service transformation and automated workflows across the Google Store and platform ecosystems.

You will lead cross-functional efforts across Store, Engineering, Logistics, and Fraud teams to reduce repeats, shorten resolutions, and scale multi-market operations with strong data-driven decision making.