Global Product Support Manager - AI, Platforms & Devices

Google LLC; Boulder (CO); Vor Ort; USD 140.000 - 204.000; Vollzeit

Zusammenfassung

Google LLC in Boulder, CO is seeking a Product Support Manager for Platforms and Devices across Google Store and Fi. You will own end-to-end customer journeys, drive AI self-service transformations, and modernize repairs and risk workflows.

You will partner with Store, Fi, Engineering, Logistics, and Fraud teams to improve CSAT, reduce Repeat Contacts, and influence product roadmaps at global scale. The role requires a Bachelor's degree and 8 years in project management or customer-facing roles;

Qualifikationen

• 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 or large-scale workflow automation in tech/e-commerce environments.
• Proficiency in structured problem-solving, business modeling, and using data to measure ROI.

Aufgaben

• 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 capabilities, 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 major promotions.
• Establish governance, KPIs, and improvement loops across vendor networks to boost CSAT and reduce Repeat Contact Rate.

Kenntnisse

AI-powered experiences

Structured problem solving

Business modeling

Executive storytelling

Ausbildung

Bachelor’s degree or equivalent practical experience

Tools

SQL

A/B testing

Jobbeschreibung

Google LLC in Boulder, CO is seeking a Product Support Manager for Platforms and Devices across Google Store and Fi. You will own end-to-end customer journeys, drive AI self-service transformations, and modernize repairs and risk workflows.

You will partner with Store, Fi, Engineering, Logistics, and Fraud teams to improve CSAT, reduce Repeat Contacts, and influence product roadmaps at global scale. The role requires a Bachelor's degree and 8 years in project management or customer-facing roles;