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

Job description

info_outline About the job 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 architect automated systems, shape commercial and fraud policies, and power flagship Made by Google hardware across 20+ markets.

In this role, you will own end-to-end customer journeys, driving AI self-service transformation, repairs modernization, and automated risk 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, Engineering, Logistics, and Fraud teams. As a Product Support Manager, you will lead high-impact strategic initiatives shaping commerce and customer care across Google’s hardware and subscriptions portfolio.

You will operate as a strategic bridge between gTech, Product Management, Engineering, Marketing, and Operations, drive cross-functional programs spanning AI support transformation, journey innovation, and product launches. You will combine deep business acumen, data-driven strategy, and stakeholder influence to solve complex challenges at global scale, enhancing satisfaction, driving revenue, and transforming 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 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. To learn more about gTech, check out our video .Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US

$140000 - $204000 (USD) + 15% bonus target + equity + benefits Learn more about benefits at Google .