Platforms and Devices Manager, Health, Product Excellence

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 15 years of experience in product operations, support, or a related field.
• 5 years of experience in people management with a focus on coaching, mentoring, and team development.

Preferred qualifications:

• Experience in the health technology or wellness industry supporting medically regulated features or products.
• Experience launching and supporting consumer hardware, software, or subscription products.
• Experience developing and implementing strategies that leverage AI and AI-powered tools (e.g., Agentic AI) in a support context.
• Experience in translating data and user feedback into actionable product improvements and recommendations.
• Ability to grow in a fast-paced, ambiguous environment while leading cross-functional projects.
• Excellent stakeholder management and influencing skills, with experience presenting to and influencing executive leadership.

About the job

In this role, you will lead the Google Users and Products (gUP) Health Product Excellence team to deliver support experiences for Google's Health product, features and services. You will act as a consultant to Product teams, translating user feedback and support data into actionable insights that shape the Health portfolio. You will drive product excellence, ensuring flawless launches, leading long-term improvements and advocating for users while guiding team with empathy, fairness and integrity to make effective decisions.

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.

The US base salary range for this full-time position is $218,000-$306,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Responsibilities

• Define and execute the end-to-end product excellence and support strategy for Google's Health product portfolio.
• Oversee support and operational readiness for all new Health product and feature launches while synthesizing user feedback across channels to identify issues, product gaps, and opportunities for improvement, and own the product bug hotlist to advocate for resolution.
• Build and maintain relationships with director-level stakeholders by partnering with Product Management, Engineering, and UX teams to influence product decisions and secure resources for top user-reported issues.
• Develop and lead initiatives to reduce user friction, improve product quality, and lower support contact rates.
• Lead and mentor a team of Product Support Managers, foster a user-centric culture, and demonstrate a firm commitment to the career development of direct reports through active coaching, mentorship, and create growth opportunities.