Product Support Manager, Shopping Product Support Excellence

Google Inc.; Boulder (CO); On-site; USD 114,000 - 163,000; Full time

Job summary

Google is seeking a Share Product Support Manager for Shopping Product Support Excellence. The role bridges shoppers with engineering teams, shaping launch readiness and handling feedback to improve online journeys.

You will lead cross-functional collaboration with PM/Eng/UX, define risk assessments, monitor uptake, and translate feedback into roadmaps for visual shopping and agentic tools.

Qualifications

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

Responsibilities

• Serve as the dedicated support strategy lead and main point of contact for Shopping Product Management and Engineering partners across Shopping Creatives, Visual Content, and Agentic features.
• Define and execute launch readiness plans, issue taxonomy, operational workflows, and risk assessments for new shopping formats and Artificial Intelligence-driven experiences.
• Monitor product uptake, track spikes in feedback, lead critical issue escalation management, and provide swift resolution for emerging user pain points.
• Transform raw feedback and operational data into user insights, influencing product roadmaps and feature iteration for visual shopping and agentic tools.
• Partner cross-functionally with Product Manager, Engineering, Program Manager, User Experience Research, Trust and Safety, and Content teams to integrate the shopper into every stage of the product development lifecycle.

Skills

PM experience

Customer-facing

E-commerce knowledge

Executive communication

Education

Bachelor's degree or equivalent practical experience

Job description

Share Product Support Manager, Shopping Product Support Excellence

corporate_fare Google place Sunnyvale, CA, USA ; Boulder, CO, USA ; +2 more

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; Boulder, CO, USA; Chicago, IL, USA; San Francisco, CA, USA.

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

Preferred qualifications:

• Experience supporting consumer or merchant-facing e-commerce, digital retail, visual search, or generative/agentic AI products.
• Strong investigative capabilities with proven experience translating unstructured feedback into actionable product recommendations.
• Demonstrated track record of managing competing priorities, leading cross-functional alignment across PM/Eng/UX, and driving end-to-end launch readiness.
• Excellent written and verbal communication skills with the ability to influence executive cross-functional stakeholders.

About the job

We are part of Product Support Excellence within gUP (gTech Users and Products), dedicated to delivering exceptional service while advocating the consumer perspective for Google’s flagship commerce platforms. In this role, you will bridge the gap between billions of everyday shoppers and internal engineering teams, leveraging operational systems, active feedback loops, and cross-functional partnerships to make online journeys more intuitive, helpful, and reliable. 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: $114000 - $163000 (USD) + 15% bonus target + equity + benefits
Learn more about benefits at Google .

• Serve as the dedicated support strategy lead and main point of contact for Shopping Product Management and Engineering partners across Shopping Creatives, Visual Content, and Agentic features.
  
• Define and execute launch readiness plans, issue taxonomy, operational workflows, and risk assessments for new shopping formats and Artificial Intelligence-driven experiences.
  
• Monitor product uptake, track spikes in feedback, lead critical issue escalation management, and provide swift resolution for emerging user pain points.
  
• Transform raw feedback and operational data into user insights, influencing product roadmaps and feature iteration for visual shopping and agentic tools.
  
• Partner cross-functionally with Product Manager, Engineering, Program Manager, User Experience Research, Trust and Safety, and Content teams to integrate the shopper into every stage of the product development lifecycle.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy , Know your rights: workplace discrimination is illegal , Belonging at Google , and How we hire .

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.