Job Description
The application window will be open until at least June 5, 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: Pittsburgh, PA, USA; Atlanta, GA, USA; Boulder, CO, USA.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.
Minimum qualifications:
- 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.
Preferred qualifications:
- 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.
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 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 throughout 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.Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US: $140000 - $205000 (USD) + 15% bonus target + bonus + equity + benefitsLearn more about benefits at Google.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.
Numbers & Facts
| Location | Pittsburgh, PA |
| Industry | Computer Software |
| Company Size | 10,000 employees or more |
| Year Founded | 1998 |
| Website | https://goo.gle/4dbno6V |
Benefits
Paid Sick Days, Performance Bonus, Professional Development, 401K, Stock Options, Employee Events, Retirement / Pension Plans, Tuition Reimbursement, Work From Home, Life Insurance, On Site Cafeteria
About Company
Build for everyone
Since our founding in 1998, Google has grown by leaps and bounds. Starting from two computer science students in a university dorm room, we now have thousands of employees and offices around the world. These Googlers build products that help create opportunities for everyone, whether down the street or across the globe.
It starts with how we work together. We’re building a company where people of different views, backgrounds and experiences can do their best work and show up for one another. A place where every Googler feels like they belong.
So whether you develop new technology or creative campaigns, craft beautiful products or breakthrough partnerships, your work here is a chance to accomplish things that matter. Bring your insight, imagination, and healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.
Benefits
We strive to provide Googlers and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits are based on data, and centered around our users: Googlers and their families. They’re thoughtfully designed to enhance your health and wellbeing, and generous enough to make it easy for you to take good care of yourself (now, and in the future). So we can build for everyone, together.
Learn more about Google’s benefits on this site featuring Googlers’ experience.
How we Hire
Google’s hiring process is an important part of our culture. Googlers care deeply about their teams and the people who make them up. In order to build for everyone, we know that we need a wide range of perspectives and experiences, and a fair hiring process is the first step in getting there.
Skills
- Artificial Intelligence (AI)unmatched
- Automationunmatched
- Business Administrationunmatched
- Communication Skillsunmatched
- Computer Scienceunmatched
- Cross-Functionalunmatched
- Customer Relationsunmatched
- Customer Service Managementunmatched
- Customer Service Operationsunmatched
- Customer Support/Serviceunmatched
- Data Qualityunmatched
- Ecosystemsunmatched
- Equal Employment Opportunity (EEO)unmatched
- Identify Issuesunmatched
- Leadershipunmatched
- Management Consultingunmatched
- Needs Assessmentunmatched
- Onboardingunmatched
- Problem Solving Skillsunmatched
- Product Engineeringunmatched
- Product Lifecycleunmatched
- Product Strategyunmatched
- Product Supportunmatched
- Project/Program Managementunmatched
- Team Playerunmatched
- Technical Supportunmatched
- Thought Leadershipunmatched
- User Interface/Experience (UI/UX)unmatched
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