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Product Support Manager, gUP Platforms and Devices Google Store and Fi

Google· gTech / GUP (gTech Users and Products)
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Hybrid (Sunnyvale, CA; Atlanta, GA; Boulder, CO; New York, NY; San Francisco, CA)$140k - $204kFull-timePosted 2w ago

About the role

Product Support Manager responsible for end-to-end purchase and post-purchase customer journeys, driving AI self-service transformation, and optimizing support workflows across Google Store and Fi within the gUP Platforms and Devices organization.

Responsibilities

  • Drive strategy, business requirements, and end-to-end execution for major platform overhauls, unified agent workflows, and cross-functional integrations across the customer life-cycle.
  • Scale modernized commerce and post-purchase policies, including returns, replacements, repairs, and automated exceptions balancing effortless user experience with robust fraud and financial controls.
  • Translate complex operational pain points and Customer data into technical product requirements, API specifications, and actionable multi-quarter engineering roadmaps.
  • Identify and execute high-ROI automation initiatives that systematically reduce repeat contact rates, total resolution times, and manual handling costs across global networks.
  • Lead worldwide pilots, market expansions, and legacy tool deprecations while ensuring seamless operational readiness, agent enablement, and cross-regional KPI tracking.

Qualifications

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

Skills

Required:Strategy developmentOperational transformationData-driven decision makingStakeholder management
Nice to have:Automation and ROI analysis
Last updated Oct 23, 2026. Interested? Apply on the company site.

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