Product Support Manager, Platforms and Devices, Google Store and Fi

Google; Boulder (CO); On-site; USD 140,000 - 204,000; Full time

Job summary

Google Store is seeking a Product Support Manager to own end-to-end customer journeys, drive AI self-service transformation, and modernize repairs and risk workflows at global scale.

You will partner with Product, Engineering, and Operations to lead initiatives across pre-purchase to post-purchase experiences, delivering measurable improvements in CSAT and operational efficiency. Strong strategic and storytelling skills are essential.

Qualifications

• 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, conversational self-service, or large-scale workflow automation in tech or e-commerce environments.
• Proficiency in structured problem-solving, business modeling, and leveraging SQL or A/B testing to measure ROI.
• Track record of owning ambiguous, large-scale programs from ideation to global rollout and measurable business impact.

Responsibilities

• Define goal, roadmap, and execution for cross-functional Google Store initiatives spanning pre-purchase, checkout, fulfillment, and post-purchase customer life-cycle experiences.
• Partner with Product and Engineering to pioneer, evaluate, and scale generative AI capabilities, intelligent self-service tools, and agent workflows delivering effortless resolutions.
• Synthesize quantitative metrics and customer intelligence into executive business cases, influencing upstream product features, policies, and e-commerce roadmaps.
• Lead global support strategy and operational readiness for major hardware launches, new market expansions, and strategic promotional or retail initiatives.
• Establish governance, KPIs, and improvement loops across vendor networks to boost CSAT, reduce Repeat Contact Rate, optimize Cost of Service, and align stakeholders.

Skills

Structured problem-solving

Business modeling

ROI measurement (A/B testing)

Executive storytelling

Education

Bachelor's degree or equivalent practical experience

Tools

SQL

Job description

The application window will be open until at least October 19, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.

Applicants in San Francisco: Qualified applications with arrest or conviction records will be considered for employment in accordance with the San Francisco Fair Chance Ordinance for Employers and the California Fair Chance Act.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Sunnyvale, CA, USA; Atlanta, GA, USA; Boulder, CO, USA; New York, NY, USA; San Francisco, CA, USA

Minimum qualifications

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in a project management or a customer-facing role.

Preferred qualifications

• Experience in digital commerce, consumer electronics, post-purchase operations (refunds, returns, RMAs, payments), or device warranties.
• Experience deploying AI-powered customer experiences, conversational self-service, or large-scale workflow automation in tech or e-commerce environments.
• Proficiency in structured problem-solving, business modeling, and leveraging SQL or A/B testing to measure Return on Investment (ROI).
• Track record of owning ambiguous, large-scale programs from ideation and executive alignment to global rollout and measurable business impact.
• Exceptional storytelling skills, demonstrating ability to craft strategy papers, lead executive reviews, and drive alignment without direct authority.

About the job

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's various product ecosystem. Additionally, we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).

gUP Platforms and Devices Google Store sits at the intersection of global e-commerce, hardware logistics, telecom, and generative AI. Our Product Support Managers architect automated systems, shape commercial and fraud policies, and power flagship Made by Google hardware across 20+ markets.

In this role, you will own end-to-end customer journeys, driving AI self-service transformation, repairs modernization, and automated risk workflows. You will care deeply about data-driven root-cause elimination, reducing Repeat Contact Rates and resolution times by collaborating as embedded partners with Store, Fi, Engineering, Logistics, and Fraud teams.

As a Product Support Manager, you will lead high-impact strategic initiatives shaping commerce and customer care across Google’s hardware and subscriptions portfolio. You will operate as a strategic bridge between gTech, Product Management, Engineering, Marketing, and Operations, drive cross-functional programs spanning AI support transformation, journey innovation, and product launches. You will combine deep business acumen, data-driven strategy, and stakeholder influence to solve complex challenges at global scale, enhancing satisfaction, driving revenue, and transforming operational efficiency.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video .Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $140000 - $204000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google .

Responsibilities

• Define goal, roadmap, and execution for cross-functional Google Store initiatives spanning pre-purchase, checkout, fulfillment, and post-purchase customer life-cycle experiences.
• Partner with Product and Engineering to pioneer, evaluate, and scale generative AI capabilities, intelligent self-service tools, and agent workflows delivering effortless resolutions.
• Synthesize quantitative metrics and customer intelligence into executive business cases, influencing upstream product features, policies, and e-commerce roadmaps.
• Lead global support strategy and operational readiness for major hardware launches, new market expansions, and strategic promotional or retail initiatives.
• Establish governance, Key Performance Indicator (KPIs), and improvement loops across vendor networks to boost Customer Satisfaction (CSAT), reduce Repeat Contact Rate, optimize Cost of Service, and align stakeholders.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .