Product Support & Automation Lead (Post-Purchase)

Google Inc

San Francisco (CA)

On-site

USD 114,000 - 163,000

Full time

2 days ago

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Job summary

Google is seeking a Product Support Manager to own end-to-end post-purchase journeys for the Google Store, driving AI-driven self-service transformations and automated refund workflows. You will partner with Product, Engineering, Revenue, and Fraud teams to reduce customer effort and operational leakage while shaping scalable agent workflows and policy improvements.

You will lead cross-functional escalation paths, ensure ecosystem readiness across hardware portfolios, and drive bug resolution

Qualifications

Bachelor’s degree or equivalent practical experience.
5 years of experience in a project management or a customer-facing role.
Experience designing and scaling automated workflows and self-service solutions.

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.