Product Support Manager, Google Fi

About the job gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner. As a Product Support Manager (PSM) for Google Fi, you will own the end-to-end support strategy, operational readiness, and continuous improvement for some of Google Fi’s most high-stakes user journeys and platforms. In this role, you will be responsible for driving the support experience across critical features, including the complex Promotions space and key platform-level programs. You will manage cross-functional complexity across Engineering, Product Management, Analytics, Content, and Service Delivery teams to advocate the customer experience and prevent top-of-funnel user friction.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 .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 . Responsibilities

• Drive end-to-end support readiness for high-stakes promotional campaigns and core user journeys by conducting immersion sessions, identifying opportunities for improvement, and translate feedback into actionable insights driving growth and improve key metrics.
• Serve as the strategic bridge between Product / Engineering teams and Tier 2 Support, representing Support/GUP in GTM and cross-functional meetings, ensure support teams are fully equipped to resolve complex issues through training, documentation, and tools like AskFi.
• Lead support strategy for high-touch channel integrations, including Google Fi Signups on gStore and the retail store enablement for Fi Promotions.
• Orchestrate cost-saving initiatives and manage the Emerging Issues program, coordinate high-stakes incident responses, and partner with Service Delivery on volume forecasting and operational capacity planning.

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 and If you have a disability or special need that requires accommodation, please let us know by completing our .

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Experience coordinating across technical and non-technical stakeholders (e.g., Engineering, Product, Vendors) to launch features or manage support operations., * Experience managing highly ambiguous, high-stakes support environments or product promotions.
• Proven track record of managing operational cost centers, vendor agreements, or tool migrations.
• Strong data-driven approach to problem-solving, with experience building dashboards or utilizing telemetry tools (e.g., Pulse) to identify and address user pain points.
• Excellent narrative-building and executive-level communication skills.