Product Support Manager, gUP Platforms and Devices Store and Fi

The application window will be open until at least October 19, 2026. This opportunity will remain online based on business needs which may be before or after the specified date. Applicants in San Francisco:
Qualified applications with arrest or conviction records will be considered for employment in accordance with the San Francisco Fair Chance Ordinance for Employers and the California Fair Chance Act.

Note:

By applying to this position you will have an opportunity to share your preferred working location from the following:
Sunnyvale, CA, USA;
Atlanta, GA, USA;
Boulder, CO, USA;
New York, NY, USA;
San Francisco, CA, USA

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

• Experience deploying AI-powered customer experiences, self-service platforms, and workflow automation in consumer technology or e-commerce environments.
• Deep familiarity with digital commerce ecosystems, consumer electronics, subscription services, and omnichannel customer journeys.
• Strong proficiency in structured problem-solving, business case modeling, and leveraging data tools like SQL, dashboards, and A/B testing to measure ROI.
• Proven track record owning ambiguous, programs from ideation and executive alignment through global rollout and business impact.
• Exceptional storytelling skills to craft strategy papers, lead executive reviews, and drive alignment across various Product Areas.

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's various product ecosystem. Additionally, we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).

gUP Platforms and Devices Google Store sits at the intersection of global e-commerce, hardware logistics, telecom, and generative AI. Our Product Support Managers don’t just manage support queues, we architect automated systems, shape commercial and fraud policies, and power every flagship Made by Google hardware across 20+ markets. In this role, you will own end-to-end purchase and post-purchase customer journeys, driving AI self-service transformation, replacements and repairs modernization, and automated risk/refund workflows .

You will care deeply about data-driven root-cause elimination, reducing Repeat Contact Rates and resolution times by collaborating as embedded partners with Store/Fi PM, Engineering, Logistics, and Fraud teams. You will guide complex, multi-quarter systems, workflow, and service-design transformations across Google’s e-commerce and consumer hardware ecosystem, architect scalable support platforms, automated workflow engines, and next-generation service policies that power seamless customer experiences at global scale.

You will bridge technical systems requirements with operational strategy, driving cross-product area platform integrations, eliminating systemic customer and agent friction, mitigating financial and abuse risks, and delivering multi-million-dollar improvements in Cost of Service and operational efficiency. 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…