Product Support Manager, Home Product Excellence

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).

As a Product Support Manager within the gUP Home Product Excellence, you will be a critical partner and trusted advisor to the Home Product team, translating complex user feedback and support data into actionable insights that shape the future of our Home portfolio.

In this role, you will require a deep understanding of the user journey, a passion for product quality, and the ability to engage strategically in a dynamic, cross-functional environment. You will drive product excellence strategy and execution for a discrete feature area, from ensuring flawless launches to driving long-term improvements that fulfill our mission to create a home that takes care of the people inside it and the world around it.

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $114000 - $163000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

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

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in a technical project management or a customer-facing role.
  

Preferred qualifications:

• Experience developing and implementing strategies that leverage AI and AI-powered tools (e.g., Agentic AI) in a support context.
• Expertise in translating data and user feedback into actionable product improvements and strategic recommendations.
• Experience in the Smart Home technology.
• Proven track record of launching and supporting consumer hardware, software, or subscription products.
• Ability to grow in a fast-moving, ambiguous environment while leading complex, cross-functional projects.
• Excellent stakeholder management and influencing skills, with experience presenting to and influencing cross-functional teams.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: San Francisco, CA, USA; Atlanta, GA, USA; Boulder, CO, USA; Sunnyvale, CA, USA.

Applicants in San Francisco: Qualified applications with arrest or conviction records will be considered for employment in accordance with the San Francisco Fair Chance Ordinance for Employers and the California Fair Chance Act.