Product Support Manager: Post-Purchase Automation Lead

Google; Sunnyvale (CA); On-site; USD 114,000 - 163,000; Full time

Benefits offered by this job

Bonus target

Equity

Benefits

Job summary

Google is seeking a Product Support Manager in Sunnyvale to own end-to-end post-purchase journeys, driving AI self-service transformation, and automated refund workflows. You will collaborate with Product, Engineering, and Operations to reduce customer effort and resolution times while protecting fraud controls.

This role emphasizes data-driven improvements and scalable agent workflows across Google Store and related services.

Qualifications

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

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 experience

Education

Bachelor’s degree or equivalent practical experience

Job description

Google is seeking a Product Support Manager in Sunnyvale to own end-to-end post-purchase journeys, driving AI self-service transformation, and automated refund workflows. You will collaborate with Product, Engineering, and Operations to reduce customer effort and resolution times while protecting fraud controls.

This role emphasizes data-driven improvements and scalable agent workflows across Google Store and related services.