Regional Pixel Product Support Lead

Google; Boulder (CO); Hybrid; USD 140,000 - 204,000; Full time

Job summary

Google seeks a Product Support Manager for North America to lead the end-to-end support strategy for the Pixel ecosystem in the region. You will shape and deliver changes that unlock outstanding support experiences for users and collaborate with global peers.

As part of the gUP Platforms and Devices team, you will leverage data-driven insights to drive improvements, manage escalations, and coordinate with engineering, product, legal, PR, and support delivery to advocate for users.

Qualifications

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

Responsibilities

• Serve as the regional subject matter expert and primary point of contact for the end-to-end support journey. Leverage deep expertise in local regulations, market nuances, and internal operations to drive customer experiences. Actively manage day-to-day escalations, legal cases, and launch readiness, while serving as the vital connector.
• Be curious and data-led to understand the customer journey, metrics and user voice feedback to identify what’s going well, and what needs improvement.
• Drive process improvements and changes, identify opportunities, shape ideas for improvement, win hearts and minds with amazing storytelling and data analysis.
• Partner cross-functionally with engineering, product, legal, PR, and support delivery to advocate for users and drive operational excellence.

Education

Bachelor’s degree or equivalent practical experience.

Job description

Google seeks a Product Support Manager for North America to lead the end-to-end support strategy for the Pixel ecosystem in the region. You will shape and deliver changes that unlock outstanding support experiences for users and collaborate with global peers.

As part of the gUP Platforms and Devices team, you will leverage data-driven insights to drive improvements, manage escalations, and coordinate with engineering, product, legal, PR, and support delivery to advocate for users.