Product Support Manager, Users and Product, Google Play

Google LLC; Boulder, Atlanta (CO, GA); On-site; USD 114,000 - 163,000; Full time

Job summary

Google LLC in Boulder, CO is seeking a Product Support Manager for Users and Product, Google Play to drive the support experience, surface product needs, and partner with engineering and product teams to improve Play's user outcomes.

The role emphasizes cross-functional collaboration, process improvement, and data-driven decision making, with a market-competitive compensation package including bonus and equity.

Qualifications

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

Responsibilities

• Develop and evolve the user support strategy for Play.
• Lead initiatives to scale support operations with automation and self-service flows.
• Review user feedback and provide insights to product teams.
• Ensure customer support remains a differentiator for Google.
• Leverage tools and data to identify scalable process improvements.

Skills

Technical project management

Customer-facing experience

Process improvement

Education

Bachelor’s degree or equivalent practical experience

Job description

Product Support Manager, Users and Product, Google Play

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corporate_fare Google place Boulder, CO, USA ; Atlanta, GA, USA ; +2 more

X The application window will be open until at least November 4, 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: Boulder, CO, USA; Atlanta, GA, USA; San Francisco, CA, USA; Sunnyvale, CA, USA.

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

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• Certifications in Process Improvement (e.g., Six Sigma).
• 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
• Ability to streamline processes and implement workflows designed to increase efficiency.
• Ability to manage multiple, time-sensitive projects with engaged priorities while working to drive projects to completion, with effective attention to detail.
• Excellent project or program management, communication and investigative skills, leading and implementing projects with cross-functional teams.

About the job

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).

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 .

• Develop and evolve the user support experience strategy for Play by developing a deep understanding of the product and markets.
• Lead initiatives to drive scale and efficiency across support operations and deliver a support experience through automation and self-service flows.
• Review user feedback, and provide meaningful insights to product teams to make Google products better for market users.
• Understand and deliver all aspects of customer support. Continually strive to make product support cutting edge so that customer service becomes a differentiator for Google.
• Leverage internal tools, logs, and data to identify, troubleshoot, and resolve issues and identify scalable solutions through tool or process improvements.

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.