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Platforms and Devices Manager, Home Product Excellence

GoogleSan Francisco, CA, USA

Minimum qualifications:

  • Bachelor’s degree or equivalent practical experience.
  • 15 years of experience in product operations, support, or a related field.
  • 5 years of experience in people management with a focus on coaching, mentoring, and team development.

Preferred qualifications:

  • Experience in the Smart Home technology space.
  • Experience developing and implementing strategies that leverage AI and AI-powered tools (e.g., Agentic AI) in a support context.
  • Experience in translating data and user feedback into actionable product improvements and recommendations.
  • Proven track record of launching and supporting consumer hardware, software, or subscription products.
  • Ability to succeed in a changing ambiguous environment while leading cross-functional projects.
  • Excellent stakeholder management and influencing skills, with experience presenting to and influencing with executive leadership.

About the job

As the gTech Users and Products Platforms and Devices (gUP P&D) Manager for Home Product Excellence, you will be a critical leader responsible for delivering support experience for all of Google's Home products, features, and services. You will act as a consultant to Product teams, translating user feedback and support data into actionable insights that shape the future of our Home portfolio. You will require an in-depth understanding of the user journey, a passion for product quality, and the ability to lead a team with empathy, and integrity in a dynamic, cross-functional environment. You will own the product excellence strategy and execution from ensuring flawless launches to driving long-term improvements that fulfill our mission to create a home that takes care of the people inside it and the world around it. A successful manager in this role will be an available and transparent communicator who actively advocates for both our users and the team's needs, making decisive and effective decisions.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.

The US base salary range for this full-time position is $218,000-$306,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

  • Define and execute the end-to-end product excellence and support strategy for Google's Home product portfolio including the implementation of innovative AI tools to enhance support operations.
  • Oversee support and operational readiness for new Home product and feature launches. Synthesize user feedback from all channels to identify top issues, product gaps, and opportunities for improvement. Develop and lead initiatives to reduce user friction, improve product quality, and lower support contact rates.
  • Partner with Product Management, Engineering, and UX teams, using data-driven insights to influence product decisions and secure resources for top user-reported issues.
  • Build relationships with Product, Engineering, Marketing, and other cross-functional teams.
  • Lead and mentor a team of Product Support Managers, fostering a user-centric culture. Demonstrate a firm commitment to the career development of direct reports through active coaching, mentorship, and creating growth opportunities.

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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.
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