Product Support Manager, Pixel Differentiated Care

Google•Boulder, CO

10d•$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 represent Google's users and partners, sharing insights to enable exceptional customer and product experiences. Within the gUP Platforms and Devices (P&D) team, we focus specifically on growing loyal Pixel users through seamless support and collaborative product improvements. The Pixel Differentiated Care team is dedicated to making support journeys faster, more personalized, and seamless across all surfaces. Our work is centered on delivering proactive, intelligent interactions and driving loyalty within the Pixel ecosystem through thoughtful lifecycle engagement. We aim to provide personalized, AI-driven resolutions that meet users where they are, identifying top needs and driving solutions cross-functionally to optimize the overall user experience. As a Product Support Manager (PSM) for Pixel Differentiated Care, you will drive cross-functional strategy and execution of AI-powered support experiences for the Pixel Ecosystem products, such as Buds, Watch, and Accessories. This role requires a technical aptitude and experience bridging the gap between product engineering and customer support operations to deliver a superhuman, data-driven support experience. You will lead the transformation of support through generative AI automation and advanced on-device diagnostics, while implementing personalized customer care models that foster long-term loyalty and reduce churn through the product lifecycle.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 [https://www.youtube.com/watch?v=HcjR6ZngQcw].

Requirements

Bachelor’s degree in Computer Science, Engineering, a related technical field or equivalent experience.
8 years of experience in a project/program management, consulting, or client facing role.

Nice To Haves

MBA or advanced degree in a Management, Business, a related field or equivalent practical experience.
Experience operating in global markets and leading cross-functional collaboration across reporting lines, regions, and time zones.
Ability to communicate technical concepts to various audiences, including presenting regularly to executive leadership.
Excellent problem-solving and troubleshooting skills, with an ability to turn broad, ambiguous problems into clear, well-structured projects.
Demonstrated thought leadership and ability to influence cross-functional stakeholders across Customer Support, Product, and Engineering teams.

Responsibilities

Lead the launch and continuous optimization of generative AI-powered help guides for pixel ecosystem products through AI orchestration and building agent plans. Partner with cross-functional teams to ensure data accuracy, accessibility, and alignment with overall product strategy.
Partner with product and engineering to define, build and deploy on-device diagnostic experiences for ecosystem devices, enabling automated troubleshooting for critical user issues and optimizing seamless cross-surface user journeys.
Design and implement personalized support journeys and technical treatments to enhance the experience for premium users.
Lead cross-functional initiatives to streamline and personalize the end-to-end user journey across all surfaces, from onboarding to upgrade.
Bridge the gap between product area and gUP product teams to define, develop, and deliver integrated support experiences, ensuring that internal tools are optimized to support unique device requirements and user journeys.