Post-Purchase Automation & Operations Manager

Google; New York (NY); On-site; USD 114,000 - 163,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

Google is seeking a Product Support Manager to own post-purchase customer journeys across Google Store and Health and Home. You will lead AI self-service transformation, automated refunds, and risk workflows, partnering with Product, Engineering, and Operations to reduce customer effort.

You will drive data-driven improvements, manage escalation paths, and ensure readiness across devices and services while shaping policies to minimize leakage and improve metrics.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a project management or a customer-facing role.
• Experience in e-commerce, hardware post-purchase processes, refunds, returns, and device protection.

Responsibilities

• Manage post-purchase support across Google Store journeys, including order management, refunds, returns, replacements, and device protection.
• Drive automation and workflows with engineering and operations to reduce customer effort, Repeat Contact Rate, and resolution time.
• Analyze customer insights and metrics to identify product, policy, or tooling gaps and advocate upstream fixes.
• Lead cross-functional escalation pathways, bug SLAs, and operational playbooks to resolve high-impact issues rapidly.
• Ensure launch and ecosystem readiness across hardware portfolios, subscriptions, agent enablement, and fraud controls.

Skills

Project management

Customer-facing

Analytical skills

Dashboards

Cross-functional collaboration

Education

Bachelor's degree

Job description

Google is seeking a Product Support Manager to own post-purchase customer journeys across Google Store and Health and Home. You will lead AI self-service transformation, automated refunds, and risk workflows, partnering with Product, Engineering, and Operations to reduce customer effort.

You will drive data-driven improvements, manage escalation paths, and ensure readiness across devices and services while shaping policies to minimize leakage and improve metrics.