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# Head of gUP Platforms and Devices

- **Company:** Google LLC
- **Location:** San Francisco, CA, United States
- **Experience:** Expert
- **Salary:** $224,000.0 - $311,000.0
- **Contract:** Permanent contract
- **Skills:** Application Enhancement Tool, Virtual Agents
- **Published:** August 21, 2026
- **Apply:** https://dejobs.org/x/x/0E28B89C702E4063BD8FC6696B00C8DF/job/

## About the Role

Experience owning outcomes and decision making, solving ambiguous problems and influencing stakeholders; deep expertise in domain., * Bachelor's degree or equivalent practical experience.

 * 15 years of experience in a project/program management, strategy or consulting role.
 * 5 years of experience in people management.
 * Experience with cross-functional stakeholder management.

Preferred qualifications:

 * Experience inspiring and developing geographically distributed teams. Proven ability to influence executive leadership levels across multiple functions, inspiring cross-functional teams to achieve shared business goals.
 * Experience implementing AI-powered tools (e.g., Agentic AI) to drive operational efficiencies and cost savings for customer support.
 * Expertise in translating complex support metrics (CR, CPC, RCR) and customer feedback into business impact and product roadmaps.
 * Deep understanding of refund fraud reduction, gift card scam mitigation, and risk-based decision-making.
 * Proven track record in launching and supporting large-scale hardware products or global-scaled hardware retail.
 * Ability to thrive in a fast-paced environment and lead complex projects.

## Description

* Define and execute end-to-end operational frameworks for Google Store to deliver a consistent customer experience, enhance user trust, and reduce fraud while driving cost efficiency worldwide.
 * Implement next-generation machine learning and AI conversational support systems to automate user interactions, streamline workflows, and significantly decrease global contact rates across operations.
 * Synthesize customer feedback to resolve critical journey gaps, manage bug hotlists, and guarantee complete operational readiness while exceeding core launch metrics.
 * Partner with Product, Engineering, and UX to advocate for customer-centric post-purchase features across the lifecycle while ensuring compliance with complex regulations.
 * Inspire and mentor Product Support Managers to foster a high-impact culture while managing strategic relationships with executive stakeholders across Store product, operations, and global support teams.


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