Head of Google Store Product and Support Excellence

Quick Facts

Head of gUP Platforms and Devices (P&D) for Google Store Product and Customer Support Excellence focused on delivering customer support for Google Store across online and a growing global offline retail hardware network. Mission emphasizes customer trust, fraud mitigation, and scaling support operations using AI and automation.

Description

You will lead a high-performing team of Product Support Managers and assist cross-functional efforts to deliver a consistent customer support experience for the Google Store worldwide. You will translate customer feedback and friction points into actionable insights that shape Store product roadmaps and customer support strategies. Your mission is to advocate for customer trust, mitigate fraud, and scale support operations through innovative AI and automation.

Responsibilities

• Define and execute end-to-end operational frameworks for Google Store to deliver a consistent customer experience, enhance user trust, reduce fraud, and drive cost efficiency worldwide.
• Implement next-generation machine learning and AI conversational support systems to automate user interactions, streamline workflows, and significantly decrease global contact rates across operations.
• Synthesize customer feedback to resolve critical journey gaps, manage bug hotlists, and guarantee complete operational readiness while exceeding core launch metrics.
• Partner with Product, Engineering, and UX to advocate for customer-centric post-purchase features across the lifecycle while ensuring compliance with complex regulations.
• Inspire and mentor Product Support Managers to foster a high-impact culture while managing strategic relationships with executive stakeholders across Store product, operations, and global support teams.

Requirements

Minimum qualifications

• Bachelor’s degree or equivalent practical experience
• 15 years of experience in a project/program management, strategy or consulting role
• 5 years of experience in people management
• Experience with cross-functional stakeholder management

Preferred qualifications

• Experience inspiring and developing geographically distributed teams
• Proven ability to influence executive leadership levels across multiple functions and inspire cross-functional teams
• Experience implementing AI-powered tools (e.g., Agentic AI) for operational efficiencies and cost savings in customer support
• Expertise translating complex support metrics (CR, CPC, RCR) and customer feedback into business impact and product roadmaps
• Deep understanding of refund fraud reduction, gift card scam mitigation, and risk-based decision-making
• Proven track record launching and supporting large-scale hardware products or global-scaled hardware retail
• Ability to thrive in a fast-paced environment and lead complex projects

Benefits

Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US compensation range: $224000–$311000 (USD) + 25% bonus target + equity + benefits.