Store Product & Support Excellence Lead

Google; Sunnyvale (CA); On-site; USD 224,000 - 311,000; Full time

Benefits offered by this job

Equity

Bonus target

Benefits

Job summary

Google is seeking the Head of gUP P&D for Google Store Product and Customer Support Excellence in Sunnyvale to lead a high‑performing team of Product Support Managers and translate user feedback into actionable product insights.

You will drive fraud mitigation, scale AI‑driven support, collaborate with Product, Engineering, and UX, and advocate customer trust across global store operations and offline retail initiatives.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 15 years of project/program management, strategy or consulting experience.
• 5 years of people management experience.
• Experience with cross-functional stakeholder management.

Responsibilities

• Define and execute end-to-end operational frameworks for Google Store to deliver a consistent customer experience, enhance user trust, and reduce fraud while driving cost efficiency worldwide.
• Implement next-generation machine learning and AI conversational support systems to automate user interactions, streamline workflows, and significantly decrease global contact rates across operations.
• Synthesize customer feedback to resolve critical journey gaps, manage bug hotlists, and guarantee complete operational readiness while exceeding core launch metrics.
• Partner with Product, Engineering, and UX to advocate for customer-centric post-purchase features across the lifecycle while ensuring compliance with complex regulations.
• Inspire and mentor Product Support Managers to foster a high-impact culture while managing strategic relationships with executive stakeholders across Store product, operations, and global support teams.

Skills

Project/Program management

People management

Cross-functional stakeholder mgmt

Education

Bachelor’s degree or equivalent practical experience

Job description

Google is seeking the Head of gUP P&D for Google Store Product and Customer Support Excellence in Sunnyvale to lead a high‑performing team of Product Support Managers and translate user feedback into actionable product insights.

You will drive fraud mitigation, scale AI‑driven support, collaborate with Product, Engineering, and UX, and advocate customer trust across global store operations and offline retail initiatives.