Product Support Manager, Home Product Excellence

Google • Boulder, CO

3d • $141,000 - $204,000

About The Position

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). 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’ 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
[https://www.youtube.com/watch?v=HcjR6ZngQcw].

The US base salary range for this full-time position is $141,000-$204,000 +
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.

Please note that the compensation details listed in US role postings reflect the
base salary only, and do not include bonus, equity, or benefits. Learn more
about benefits at Google [https://careers.google.com/benefits/].

Requirements

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in a project management or a customer support operations role.

Nice To Haves

• Experience in the smart home technology.
• 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 strategic recommendations.
• Ability to grow in a fast-paced, ambiguous environment while leading cross-functional projects.
• Ability to launch and support consumer hardware, software, or subscription products.
• Excellent stakeholder management and influencing skills, with experience presenting to and influencing cross-functional teams.

Responsibilities

• Synthesize user feedback across all channels to identify top issues, product gaps, and opportunities for improvement, while owning the product bug hotlist and advocating for resolution within the area of responsibility.
• Partner with Product Management, Engineering, and UX teams to apply data-driven insights to influence product decisions and secure resources for top user-reported issues.
• Oversee support and operational readiness for new Home products and feature launches within the area of responsibility, ensuring a seamless user experience through the critical first 90 days.
• Develop and lead initiatives to reduce user friction, improve product quality, and lower support contact rates.
• Build and maintain relationships with stakeholders across Product, Engineering, Marketing, and other cross-functional teams, ensuring alignment and managing expectations effectively.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level