Product Support Manager, Shopping Product Support Excellence

Socket.dev; Sunnyvale (CA); On-site; USD 114,000 - 163,000; Full time

Job summary

Google’s gTech Users and Products team seeks a Senior Operations/PM liaison to guide shopping features, AI-driven experiences, and content formats through launch readiness and ongoing improvements.

You’ll convert raw feedback into actionable product recommendations, partner with product and engineering teams, and monitor adoption to inform future roadmaps. Strong communication and strategic influence are essential.

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 for Shopping PM and Eng partners.
• Define launch readiness plans, issue taxonomy, workflows, and risk assessments.
• Monitor product uptake and escalate key issues with quick resolutions.
• Transform feedback into user insights to influence roadmaps and iterations.
• Collaborate with PM, Eng, Program, UX, Trust & Safety, and Content teams.

Skills

Consumer-facing experience

Cross-functional collaboration

Executive stakeholder influence

Excellent written and verbal comms

Education

Bachelor’s degree or equivalent practical experience

Job description

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.