Global Store Product & Customer Support Leader

Google; Boulder (CO); On-site; USD 224,000 - 311,000; Full time

Job summary

Google is seeking a Head of gUP P&D for Google Store Product and Customer Support Excellence. You will lead a high-performing team of Product Support Managers and drive a customer support strategy spanning online and offline hardware retail with a global footprint.

You will translate user feedback into actionable insights, shape store roadmaps and AI-driven support strategies, and advocate for customer trust while scaling operations across multiple markets.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 15 years of experience in a project/program management, strategy or consulting role.
• 5 years of experience in people management.
• Experience with cross-functional stakeholder management.

Responsibilities

• Define and execute end-to-end operational frameworks for Google Store to deliver a consistent customer experience, enhance user trust, and reduce fraud while driving cost efficiency worldwide.
• Implement next-generation machine learning and AI conversational support systems to automate user interactions and streamline workflows.
• Synthesize customer feedback to resolve critical journey gaps, manage bug hotlists, and guarantee complete operational readiness while exceeding launch metrics.
• Partner with Product, Engineering, and UX to advocate for customer-centric post-purchase features across the lifecycle.
• Mentor Product Support Managers and manage relationships with executive stakeholders across Store product, operations, and global support teams.

Skills

Project management

People management

Cross-functional collaboration

Strategy

Executive stakeholder influence

Education

Bachelor’s degree or equivalent

Tools

AI tools

Machine learning

Job description

Google is seeking a Head of gUP P&D for Google Store Product and Customer Support Excellence. You will lead a high-performing team of Product Support Managers and drive a customer support strategy spanning online and offline hardware retail with a global footprint.

You will translate user feedback into actionable insights, shape store roadmaps and AI-driven support strategies, and advocate for customer trust while scaling operations across multiple markets.