Product Support Manager, Google Fi

• Identify and address systemic issues, partner with internal and product teams to implement product, policy, process and tooling improvements.
• Provide operational expertise and channel the Customer to scale product support and feature launches provide self help options through (e.g., genAI solutions).
• Enhance customer support data analysis to gain deeper insights.
• Collaborate with the Product Area PMs and Eng (and Marketing, PR, Legal, etc.) and gUP cross-functional teams to develop and implement the support strategy for critical user journeys you own and address immediate support needs and develop systemic solutions for recurring issues.
• Partner with the Google Fi Product Area and Product Validation (PV) teams across functions to own and enhance critical user journeys, targeting improvements in Customer Satisfaction (CSAT), Total Resolution Time, and Repeat Contact Rate.

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Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area., * Bachelor's degree or equivalent practical experience.

• 5 years of experience in a project management or a customer-facing role., * Master's degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• Process Improvement certifications (e.g., Six Sigma).
• Knowledge of Wireless systems.
• Ability to streamline complex processes and implement workflows designed to increase efficiency.
• Excellent written and verbal communication.

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). The gTech users and Products (gUP) Product and Delivery (P&D) Google Fi team is entering a transformative phase in 2026. We are moving beyond traditional support models to build an ecosystem that supports the Product Area (PA's) goals and deploys gUP's latest capabilities. Our team is integrating next-generation AI to revolutionize self-service, while preparing the infrastructure for critical Product Area launches. We partner with Product, Engineering, and gUP teams to provide high-quality support experiences, enhance the user experience through predictive modeling, resolve complex troubled user journeys, and ensure every support interaction contributes to Google Fi's success. In this role, you will organize Case Reviews, Immersions, and report on support trends for actionable insight discussions. You will be responsible for the operational transition of 1:1 support, requiring precise execution to avoid customer friction and maintain service levels. You will partner cross-functionally with Legal and Engineering to define and implement support strategies, drive data-backed improvements in your owned user journeys to reduce churn, and ensure subscribers remain connected across the globe. 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 ourvideo (https://www.youtube.com/watch?v=HcjR6ZngQcw) . Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US: $114000 - $164000 (USD) + 15% bonus target + equity + benefits