Product Support Manager, Shopping Product Support Excellence

Google; Chicago (IL); On-site; USD 114,000 - 163,000; Full time

Benefits offered by this job

Equity

Bonus target 15%

Benefits package

Job summary

Google is seeking a Product Support Manager to drive support excellence for Shopping products across Sunnyvale, CA, Boulder, CO, Chicago, IL, and San Francisco, CA. You will partner with PM, Eng, UX, and other stakeholders to translate feedback into actionable product improvements.

The role emphasizes launching new formats and AI-driven experiences, coordinating cross-functionally, and influencing roadmaps to improve shopper experiences at scale.

Qualifications

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

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

Cross-functional

Communication skills

Stakeholder engagement

Launch readiness

Feedback analysis

Education

Bachelor’s degree or equivalent

Job description

Product Support Manager, Shopping Product Support Excellence corporate_fare Google place Sunnyvale, CA, USA ; Boulder, CO, USA ; +2 more info_outline X

The application window will be open until at least September 29, 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; Boulder, CO, USA; Chicago, IL, USA; San Francisco, CA, USA.

Minimum qualifications:

• 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.

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.