Senior Product Support & Automation Manager

Google; Boulder (CO); Presencial; USD 114.000 - 163.000; Jornada completa

Descripción de la vacante

Google is seeking a Product Support Manager in the gUP group to own end-to-end post-purchase journeys across the Google Store. You will drive AI self-service transformations, automated refund workflows, and risk controls, partnering with Product, Engineering, and Operations to reduce customer effort and leakage.

You will help design scalable agent workflows, govern Return Merchandise Authorization policies, and lead bug resolution SLAs, contributing to a streamlined customer experience across

Formación

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

Responsabilidades

• Manage post-purchase support across Google Store journeys, including order management, refunds, returns, replacements, and device protection.
• Drive automation and workflows with engineering and operations to reduce customer effort, Repeat Contact Rate, and resolution time.
• Analyze customer insights and metrics to identify product, policy, or tooling gaps and advocate upstream fixes.
• Lead cross-functional escalation pathways, bug SLAs, and operational playbooks to resolve high-impact issues rapidly.
• Ensure launch and ecosystem readiness across hardware portfolios, subscriptions, agent enablement, and fraud controls.

Conocimientos

PM experience

Customer-facing work

Automation design

Workflow scaling

Cross-functional influence

Educación

Bachelor’s degree or equivalent

Descripción del empleo

Google is seeking a Product Support Manager in the gUP group to own end-to-end post-purchase journeys across the Google Store. You will drive AI self-service transformations, automated refund workflows, and risk controls, partnering with Product, Engineering, and Operations to reduce customer effort and leakage.

You will help design scalable agent workflows, govern Return Merchandise Authorization policies, and lead bug resolution SLAs, contributing to a streamlined customer experience across