Solutions Lead, Product Support Solutions

Google; Sunnyvale (CA); On-site; USD 140,000 - 205,000; Full time

Job summary

Google’s gTech team is seeking a senior Program/Project Delivery lead to manage end-to-end initiatives across AI-first self-service, premium human support, and knowledge centers. You will coordinate with product managers, engineers, and business stakeholders to drive measurable outcomes and seamless user experiences.

You will embed in product pods, stewarding a prioritized backlog, collaborating across Analytics, Legal, Security, and Product Engineering, and ensuring timely delivery with high

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in a project management or a customer-facing role.
• 5 years of related experience in technology, data-analysis and program management.
• Strong problem-solving, ownership and proactive attitude.
• Excellent communication, leadership and stakeholder management skills.

Responsibilities

• Evaluate incoming project requests and manage a unified backlog across AI-first self-service, premium human support, and knowledge centers.
• Collaborate with product managers, engineers, and stakeholders to break down goals into actionable work items.
• Manage end-to-end lifecycle, track progress, remove blockers and raise capacity challenges.
• Act as central hub connecting Analytics, Content, Legal, Security, and Product Engineering, incl. vendor ops.
• Oversee post-launch activity, measure impact, monitor errors, and drive fast-follow implementations.

Skills

Project management

Stakeholder management

Data analysis

Communication

Education

Bachelor’s degree or equivalent practical experience

Job description

The application window will be open until at least July 29, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Sunnyvale, CA, USA; Boulder, CO, USA.

Minimum qualifications

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

Preferred qualifications

• 5 years of related experience in technology, data-analysis and program management.
• Ability to manage multiple, time-sensitive projects with competing priorities and multiple stakeholders.
• Ability to draw insights from data and manage recommended actions.
• Ability to manage multiple assignments simultaneously, work independently and drive projects to completion with attention to detail.
• Excellent problem-solving and investigative skills, combined with a sense of ownership and a proactive "can-do" attitude.
• Excellent communication, project management, and leadership skills, with a track record of managing multiple stakeholders and workstreams.

About The Job

As gTech’s Users and Products team (gUP), our mission is to help users get the most out of Google. We represent Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences. gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google’s consumer products ecosystem and enabling numerous launches for Google’s consumer products each year.

Our Team's Mission is to “design and deliver intelligent, context-aware support solutions that drive definitive outcomes, creating a Google ecosystem where effortless self-service is the gold standard of care.”

As Technology Delivery transitions toward an AI-native support ecosystem, the Product Support Solutions team is at the forefront of redefining customer care. In this role, you will have the unique opportunity to design and deliver intelligent, context-aware support solutions that drive definitive outcomes, making effortless self-service the gold standard of care.

You will be embedded within product pods, managing the end-to-end execution of a unified backlog that blends initiatives across AI-first self-service, premium human support, and scaled knowledge centers. This requires orchestrating solutions across our expanding technology stack, from rule-based automation workflows to conversational AI, agentic frameworks, and Large Language Models (LLMs).

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $140000 - $205000 (USD) + 15% bonus target + equity + benefits

Responsibilities

• Evaluate incoming project requests and manage a unified, priority-based backlog for specific product areas, blending initiatives across AI-first self-service, premium human support, and scaled knowledge centers.
• Collaborate with product managers, technical engineers, and business stakeholders to break down high-level business goals into incremental, actionable, and technically sound work items.
• Manage the end-to-end project lifecycle, track progress, remove blockers, and actively elevate delivery capacity challenges to accelerate solution delivery.
• Act as the central hub connecting Analytics, Content, Legal, Security, and Product Engineering, while managing vendor operations and cross-functional dependencies.
• Oversee post-launch activities, including impact measurement, error monitoring, and the execution of fast follows to ensure solutions drive definitive outcomes.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.