Product Support Strategy Lead — Equity & Bonus

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

Job summary

Google's gTech Ads team in the US is seeking a seasoned program manager to drive end-to-end support readiness for high-stakes promotional campaigns and core user journeys. You will coordinate immersion sessions, translate feedback into insights, and partner with Product, Engineering and Support to raise operational performance.

In this role you will lead cross-functional efforts across GTM, manage vendor relationships and optimize capacity planning.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Experience coordinating across technical and non-technical stakeholders to launch features or manage support operations.

Responsibilities

• Drive end-to-end support readiness for high-stakes promotional campaigns and core user journeys by conducting immersion sessions, identifying opportunities for improvement, and translate feedback into actionable insights driving growth and improve key metrics.
• Serve as the strategic bridge between Product / Engineering teams and Tier 2 Support, representing Support/GUP in GTM and cross-functional meetings, ensure support teams are fully equipped to resolve complex issues through training, documentation, and tools like AskFi.
• Lead support strategy for high-touch channel integrations, including Google Fi Signups on gStore and the retail store enablement for Fi Promotions.
• Orchestrate cost-saving initiatives and manage the Emerging Issues program, coordinate high-stakes incident responses, and partner with Service Delivery on volume forecasting and operational capacity planning.

Skills

Technical project management

Stakeholder coordination

Customer-facing

Education

Bachelor’s degree or equivalent practical experience

Tools

Pulse

Job description

Google's gTech Ads team in the US is seeking a seasoned program manager to drive end-to-end support readiness for high-stakes promotional campaigns and core user journeys. You will coordinate immersion sessions, translate feedback into insights, and partner with Product, Engineering and Support to raise operational performance.

In this role you will lead cross-functional efforts across GTM, manage vendor relationships and optimize capacity planning.