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 various 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).
As the gUP P&D Manager for Health Support Excellence, you will be a critical leader responsible for orchestrating, scaling, and transforming the end-to-end customer support experience for all of Google’s Health products, features, and services.
You will lead, inspire, and manage a high-performing team of Support Experience (SE) Product Support Managers (PSMs). Your team ensures operational readiness for product launches, leads "Digital First" support transformations, and optimizes day-to-day user support systems.
Your role requires a deep understanding of customer support ecosystems, a passion for AI-driven support operations, and the ability to lead a team with empathy and integrity. You will own the Support Experience strategy, ensuring global agent network is operationally ready, support platforms are compliant with medically regulated features, and that our support tools continuously evolve to meet the future of automated, AI-native care.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: $224000 - $312000 (USD) + 25% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Orchestrate the AI-driven support roadmap and scale generative AI capabilities alongside agent-facing tools to drive self-resolution, improve efficiency, and minimize unnecessary contacts.
- Guarantee 100% operational readiness for critical product launches and platform migrations while holding teams accountable to exceeding core metrics including Customer Satisfaction (CSAT), resolution, and repeat-contact rates.
- Build scalable support models for various external partner segments and optimize customer journeys to maximize premium subscription trial conversion and reduce user churn.
- Create tight feedback loops with product and engineering teams to resolve underlying tool gaps while managing high-priority executive escalations for regulatory compliance.
- Coach, and mentor Support Experience professionals, fostering a high-trust culture while driving performance management and continuous upskilling.
Qualifications
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 15 years of experience in a project management or a customer-facing role.
- 5 years of experience in people management or in a leadership role.
Preferred qualifications:
- Experience in the health technology or wellness industry with specific experience supporting medically regulated features or products.
- Experience developing and implementing strategies that leverage AI and AI-powered tools (e.g., Agentic AI) in a support context.
- Expertise in translating data and user feedback into actionable product improvements and strategic recommendations.
- Proven track record of launching and supporting consumer hardware, software, or subscription products.
- Excellent stakeholder management and influencing skills, with experience presenting to and influencing with executive leadership.
- Ability to grow in a fast-paced, ambiguous environment while leading complex, cross-functional projects.