Shopping Product Support Manager — AI & Launch Readiness

Google; Chicago (IL); On-site; USD 114,000 - 163,000; Full time

Benefits offered by this job

Equity

Bonus target 15%

Benefits package

Job summary

Google is seeking a Product Support Manager to drive support excellence for Shopping products across Sunnyvale, CA, Boulder, CO, Chicago, IL, and San Francisco, CA. You will partner with PM, Eng, UX, and other stakeholders to translate feedback into actionable product improvements.

The role emphasizes launching new formats and AI-driven experiences, coordinating cross-functionally, and influencing roadmaps to improve shopper experiences at scale.

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

Cross-functional

Communication skills

Stakeholder engagement

Launch readiness

Feedback analysis

Education

Bachelor’s degree or equivalent

Job description

Google is seeking a Product Support Manager to drive support excellence for Shopping products across Sunnyvale, CA, Boulder, CO, Chicago, IL, and San Francisco, CA. You will partner with PM, Eng, UX, and other stakeholders to translate feedback into actionable product improvements.

The role emphasizes launching new formats and AI-driven experiences, coordinating cross-functionally, and influencing roadmaps to improve shopper experiences at scale.