Shopping Product Support Lead — Launch & Insights

Google; Boulder (CO); Hybrid; USD 114,000 - 163,000; Full time

Job summary

Google's gTech Users and Products team seeks a product support professional to bridge billions of shoppers with internal engineering partners, using operational systems, active feedback loops, and cross-functional partnerships.

The role focuses on shopping formats and AI-driven experiences, translating raw feedback into actionable product insights and helping ensure end-to-end launch readiness across product management, engineering, and UX.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Experience supporting consumer or merchant-facing e-commerce, digital retail, visual search, or generative/agentic AI products.
• Strong investigative capabilities with proven experience translating unstructured feedback into actionable product recommendations.
• Demonstrated track record of managing competing priorities, leading cross-functional alignment across PM/Eng/UX, and driving end-to-end launch readiness.
• Excellent written and verbal communication skills with the ability to influence executive cross-functional stakeholders.

Responsibilities

• Serve as the dedicated support strategy lead and main point of contact for Shopping Product Management and Engineering partners across Shopping Creatives, Visual Content, and Agentic features.
• Define and execute launch readiness plans, issue taxonomy, operational workflows, and risk assessments for new shopping formats and Artificial Intelligence-driven experiences.
• Monitor product uptake, track spikes in feedback, lead critical issue escalation management, and provide swift resolution for emerging user pain points.
• Transform raw feedback and operational data into user insights, influencing product roadmaps and feature iteration for visual shopping and agentic tools.
• Partner cross-functionally with Product Manager, Engineering, Program Manager, User Experience Research, Trust and Safety, and Content teams to integrate the shopper into every stage of the product development lifecycle.

Skills

Project management experience

Customer-facing experience

Cross-functional collaboration

Communication skills

Education

Bachelor’s degree or equivalent practical experience

Job description

Google's gTech Users and Products team seeks a product support professional to bridge billions of shoppers with internal engineering partners, using operational systems, active feedback loops, and cross-functional partnerships.

The role focuses on shopping formats and AI-driven experiences, translating raw feedback into actionable product insights and helping ensure end-to-end launch readiness across product management, engineering, and UX.