Product Support Manager, gUP Google Store and Fi

Product Support Manager, gUP Google Store and Fi

Share Product Support Manager, gUP Google Store and Fi

corporate_fare Google place Sunnyvale, CA, USA; Atlanta, GA, USA; +4 more; +3 more

Mid

Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

Share Product Support Manager, gUP Google Store and Fi

info_outline

XThe 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 .

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.

• 5 years of experience in a project management or a customer-facing role.

Preferred qualifications:

• Experience in e-commerce, consumer hardware, post-purchase order management, refunds, returns, and device protection programs.

• Experience designing and scaling automated workflows and self-service solutions to reduce customer friction and operational metrics.

• Experience managing complex multi-quarter projects independently, influencing product, engineering, and supply chain partners.

• Experience establishing operational playbooks, bug resolution service level agreements, and fraud mitigation guardrails in fast-paced support environments.

• Strong analytical capabilities utilizing dashboards and root-cause analysis to translate customer insights into product and policy improvements.

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).

The gUP Platforms and Devices Google Store sits at the intersection of global e-commerce, hardware logistics, telecom, and generative AI. What makes us unique is that our Product Support Managers do not just manage queues, we architect automated systems, shape commercial and fraud policies, and power flagship Made by Google hardware across twenty plus markets.

In this role, you will own end-to-end purchase and post-purchase customer journeys, driving AI self-service transformation, replacement and repair modernization, and automated risk and refund workflows. You will care deeply about data-driven root-cause elimination by reducing Repeat Contact Rates and resolution times as embedded partners with Store, Fi, Engineering, Logistics, and Fraud teams.

As a Product Support Manager, you will lead post-purchase support operations, automated refund workflows, and ecosystem across Google Store and Health and Home. You will partner closely with Product, Engineering, Reverse Logistics, and Global Vendor Operations, design scalable agent workflows, govern Return Merchandise Authorization and order exception policies, and drive bug resolution Service Level Agreements to reduce customer effort, prevent financial leakage, and lower operational metrics.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 ourvideo (https://www.youtube.com/watch?v=HcjR6ZngQcw) .Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $114000 - $163000 (USD) + 15% bonus target + equity + benefits

Learn more aboutbenefits at Google (https://www.google.com/about/careers/applications/benefits/) .

Responsibilities

• Manage post-purchase support across Google Store journeys, including order management, refunds, returns, replacements, and device protection.

• Drive automation and workflows with engineering and operations to reduce customer effort, Repeat Contact Rate, and resolution time.

• Analyze customer insights and metrics to identify product, policy, or tooling gaps and advocate upstream fixes.

• Lead cross-functional escalation pathways, bug SLAs, and operational playbooks to resolve high-impact issues rapidly.

• Ensure launch and ecosystem readiness across hardware portfolios, subscriptions, agent enablement, and fraud controls.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google'sApplicant and Candidate Privacy Policy (./privacy-policy) .

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See alsoGoogle's EEO Policy (https://www.google.com/about/careers/applications/eeo/) ,Know your rights: workplace discrimination is illegal (https://careers.google.com/jobs/dist/legal/EEOC\_KnowYourRights\_10\_20.pdf) ,Belonging at Google (https://about.google/belonging/) , andHow we hire (https://careers.google.com/how-we-hire/) .

If you have a need that requires accommodation, please let us know by completing ourAccommodations for Applicants form (https://goo.gl/forms/aBt6Pu71i1kzpLHe2) .

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also https://careers.google.com/eeo/ and https://careers.google.com/jobs/dist/legal/OFCCP_EEO_Post.pdf If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form: https://goo.gl/forms/aBt6Pu71i1kzpLHe2.