Product Support Manager, Shopping Product Support Excellence

• Serve as the dedicated support strategy lead and main point of contact for Shopping Product Management and Engineering partners across Shopping Creatives, Visual Content, and Agentic features.
• Define and execute launch readiness plans, issue taxonomy, operational workflows, and risk assessments for new shopping formats and Artificial Intelligence-driven experiences.
• Monitor product uptake, track spikes in feedback, lead critical issue escalation management, and provide swift resolution for emerging user pain points.
• Transform raw feedback and operational data into user insights, influencing product roadmaps and feature iteration for visual shopping and agentic tools.
• Partner cross-functionally with Product Manager, Engineering, Program Manager, User Experience Research, Trust and Safety, and Content teams to integrate the shopper into every stage of the product development lifecycle.

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 technical project management or a customer-facing role., * Experience supporting consumer or merchant-facing e-commerce, digital retail, visual search, or generative/agentic AI products.
• Strong investigative capabilities with proven experience translating unstructured feedback into actionable product recommendations.
• Demonstrated track record of managing competing priorities, leading cross-functional alignment across PM/Eng/UX, and driving end-to-end launch readiness.
• Excellent written and verbal communication skills with the ability to influence executive cross-functional stakeholders.

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