Product Support Manager, Google Retail Operations
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a project management or a customer-facing role.
Preferred qualifications:
- Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
- Experience leveraging AI, machine learning, or automation to transform customer support environments or operational workflows.
- Deep experience with international product launches, retail infrastructure, or telecommunications operations.
- Proven track record of leading complex, high-stakes operational projects from conception through to successful global deployment.
- Ability to navigate high stakeholder complexity, building consensus across functional groups such as Engineering, Legal, and Marketing.
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 diverse 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).
The gUP P&D Google Fi team is entering a transformative phase in 2026. We are moving beyond traditional support models to build an ecosystem that supports the goals and deploys gUP's latest capabilities. Our team is integrating next-generation AI to revolutionize self-service, while preparing the infrastructure for critical Product Area launches. We partner with Product, Engineering, and gUP teams to provide high-quality support experiences, enhance the user experience through predictive modeling, resolve complex troubled user journeys, and ensure every support interaction contributes to Google Fi’s success.
This role owns Continuous Improvement workstreams with the Product Area for our top contact and business drivers. You will organize Case Reviews, Immersions, and report on support trends for actionable insight discussions. You will be responsible for the operational transition of 1:1 support, requiring precise execution to avoid customer friction and maintain service levels.
You will partner cross-functionally with Legal and Engineering to define and implement support strategies, drive data-backed improvements in your owned user journeys to reduce churn, and ensure subscribers remain connected across the globe.
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 - $205000 (USD) + 15% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Lead execution of domestic and international retail store openings, prioritizing complex new market entries.
- Collaborate with retail teams to ensure product launch readiness, managing training deployment, troubleshooting, and escalation frameworks.
- Oversee critical workstreams like Policy and Content Localization, Systems and Telephony Infrastructure, and deploying new support capabilities.
- Liaison between Engineering, Retail, and Product Area stakeholders to harmonize hardware/software troubleshooting and refine customer support experiences.
- Drive advanced AI into Global Support Center and retail workflows to automate routine support and optimize resource allocation.
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