Product Support Manager, Home Product Excellence

The application window will be open until at least April 19, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Boulder, CO, USA; Atlanta, GA, USA .

Minimum qualifications:

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

Preferred qualifications:

• 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.
  

About the job

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.
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.

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.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.