Lead Google Store Product & Support Excellence

Google; United States; On-site; USD 224,000 - 311,000; Full time

Benefits offered by this job

Equity

Bonus target

Benefits

Job summary

Google seeks a strategic Head of Google Store Product and Support Excellence to lead a global, hardware-focused Store and customer-support ecosystem. You will drive end-to-end operations, fraud reduction, and AI-powered automation across online and offline channels.

Your leadership will shape store product roadmaps, customer trust initiatives, and cross-functional partnerships with Product, Engineering, and UX to deliver superior post-purchase experiences at scale.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 15 years of experience in project/program management, strategy or consulting.
• 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, streamline workflows, and significantly decrease global contact rates.
• Synthesize customer feedback to resolve critical journey gaps, manage bug hotlists, and guarantee complete operational readiness while exceeding core launch metrics.
• Partner with Product, Engineering, and UX to advocate for customer‑centric post‑purchase features across the lifecycle while ensuring compliance with complex regulations.
• Inspire and mentor Product Support Managers to foster a high‑impact culture while managing strategic relationships with executive stakeholders.

Skills

Project management

Strategy

People management

Cross-functional stakeholder mgmt

Leadership

Education

Bachelor’s degree or equivalent practical experience

Tools

Agentic AI

Job description

Google seeks a strategic Head of Google Store Product and Support Excellence to lead a global, hardware-focused Store and customer-support ecosystem. You will drive end-to-end operations, fraud reduction, and AI-powered automation across online and offline channels.

Your leadership will shape store product roadmaps, customer trust initiatives, and cross-functional partnerships with Product, Engineering, and UX to deliver superior post-purchase experiences at scale.