Global Product Support Manager — AI-Driven Self-Service

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

Job summary

Google Store's gTech Users and Products team seeks a Product Support Manager to own end-to-end customer journeys, driving AI self-service and repairs modernization. You will partner with Store, Fi, Engineering, Logistics, and Fraud to deliver seamless resolutions, reduce repeat contacts, and improve satisfaction on a global scale.

You will lead cross-functional programs spanning pre-purchase to post-purchase experiences, influence product roadmaps, and ensure readiness for major hardware

Qualifications

• Experience in digital commerce, consumer electronics, post-purchase operations, or device warranties.
• Experience deploying AI-powered customer experiences and large-scale workflow automation.
• Proficiency in structured problem-solving, business modeling, and ROI measurement.
• Track record of owning large-scale programs from ideation to global rollout and impact.
• Exceptional storytelling skills for strategy papers and executive alignment.

Responsibilities

• Define goal, roadmap, and execution for cross-functional Google Store initiatives spanning pre-purchase, checkout, fulfillment, and post-purchase experiences.
• Partner with Product and Engineering to scale generative AI, self-service tools, and agent workflows.
• Synthesize metrics and customer insights into executive business cases influencing product features and roadmaps.
• Lead global support strategy and readiness for hardware launches, market expansions, and promotions.
• Establish governance and KPIs to boost CSAT, reduce repeats, and align stakeholders.

Skills

Digital commerce

AI self-service

Problem solving

Program ownership

Storytelling

Education

Bachelor’s degree or equivalent practical experience

Job description

Google Store's gTech Users and Products team seeks a Product Support Manager to own end-to-end customer journeys, driving AI self-service and repairs modernization. You will partner with Store, Fi, Engineering, Logistics, and Fraud to deliver seamless resolutions, reduce repeat contacts, and improve satisfaction on a global scale.

You will lead cross-functional programs spanning pre-purchase to post-purchase experiences, influence product roadmaps, and ensure readiness for major hardware