Product Support Manager, Google Retail Operations at Google in Sunnyvale, CA, USA

Job description

• 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.
• 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.

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.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in a project management or a customer-facing role.
• 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.
• Ability to navigate high stakeholder complexity, building consensus across functional groups such as Engineering, Legal, and Marketing.
• Proven track record of leading complex, high-stakes operational projects from conception through to successful global deployment.

Skills

Required

• Project management
• Customer-facing experience

Preferred

• AI, machine learning, or automation
• International product launches
• Retail infrastructure
• Telecommunications operations
• Stakeholder management
• Consensus building
• Leading complex operational projects

Benefits

• 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.