Senior Product Support Manager, AI & Automation

Google; New York (NY); On-site; USD 140,000 - 204,000; Full time

Job summary

Google’s gTech team seeks a Product Support Manager to own end-to-end customer journeys across the Google Store and related platforms. You will lead AI-driven self-service enhancements, automate risk workflows, and collaborate with Store, PM, Engineering, Logistics, and Fraud teams to improve efficiency and reduce costs at global scale.

The role requires shaping policy, building scalable support platforms, and driving cross-product integrations to minimize friction while maximizing customer

Qualifications

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

Responsibilities

• Own end-to-end purchase and post-purchase customer journeys and drive improvements.
• Drive AI self-service transformation, replacements, repairs modernization, and automated workflows.
• Reduce repeat contact rates by data-driven root-cause elimination and cross-functional collaboration.
• Lead complex multi-quarter platform and workflow transformations across Google’s e-commerce ecosystem.

Skills

Project management

Customer-facing

Data analysis

Problem solving

Communication storytelling

Strategic alignment

Education

Bachelor’s degree or equivalent

Tools

SQL

Dashboards

A/B testing

Job description

Google’s gTech team seeks a Product Support Manager to own end-to-end customer journeys across the Google Store and related platforms. You will lead AI-driven self-service enhancements, automate risk workflows, and collaborate with Store, PM, Engineering, Logistics, and Fraud teams to improve efficiency and reduce costs at global scale.

The role requires shaping policy, building scalable support platforms, and driving cross-product integrations to minimize friction while maximizing customer