Product Support Manager: Post-Purchase Automation & Ops

Google

Atlanta (GA)

Vor Ort

USD 114.000 - 163.000

Vollzeit

vor 40 Stunden

Sei unter den ersten Bewerbenden

Bewerbungsgenerator

Mach aus dieser Rolle ein Bewerbungsgespräch — ein Lebenslauf und ein Anschreiben, die darauf ausgerichtet sind, was dieser Arbeitgeber sucht.

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Zusammenfassung

Google is seeking a Product Support Manager within gUP to own end-to-end purchase and post-purchase journeys, driving AI self-service transformation and automated risk/refund workflows across Google Store and Health and Home. You will collaborate with Product, Engineering, Reverse Logistics, and Global Vendor Operations to design scalable agent workflows and fraud controls.

You will lead post-purchase support operations, ensure ecosystem readiness, and drive bug resolution SLAs to minimize

Qualifikationen

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

Aufgaben

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.

Kenntnisse

Project management

Customer-facing

Analytical skills

Ausbildung

Bachelor's degree or equivalent practical experience

Jobbeschreibung