Product Support Manager, Pixel, gUP

About the job

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 diverse 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).

We represent Google's users and partners, sharing insights to enable exceptional customer and product experiences. Within the gUP Platforms and Devices (P&D) team, we focus specifically on growing loyal Pixel users through seamless support and collaborative product improvements.

The Pixel Product Excellence team provides deep product expertise to influence device strategy, power support answers, and prepare every launch for success. We leverage data-driven insights to shape product roadmaps, influence bug fixes, and enhance early-stage customer experiences. As the definitive source of product truth, we ensure foundational knowledge powers both AI and agent resources to foster user preservation and satisfaction.

In this role, as the Pixel Product Support Manager (PSM), you will direct end-to-end support strategies across Google's Pixel hardware ecosystem. You will be responsible for flawless hardware and software launches, monitoring in-market product health, and delivering deep customer insights to influence future product roadmaps. This role requires a balance of technical expertise, launch program management, and a passion for advocating for the user voice across the Product Area.

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.

Responsibilities

• Lead end-to-end launch readiness for Pixel device, including managing timelines for hardware and software releases, Feature Drops, and ensuring foundational knowledge powers AI and agent resources.
• Monitor post-launch product performance, identify emerging trends, and partner with Product Quality to resolve in-market issues. Lead the systematic tracking and resolution of emerging issues.
• Serve as the definitive product expert, ensuring accurate taxonomy and high-quality foundational data across AI-powered support tools and agent workflows.
• Partner cross-functionally with Engineering, PM, Legal, PR, and Support Delivery to advocate for users and drive operational excellence.
• Drive relationship management with Hardware and Software PM/Engineering teams to deliver gen-over-gen insights. Influence product roadmaps and bug fixes by translating customer feedback and support data into actionable product improvements.

Qualifications

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in technical project management, program management, or a customer-facing role.

Preferred qualifications:

• Experience in product support management, launch program management, or technical account management within the consumer electronics industry.
• Experience with the Android/Pixel ecosystem.
• Excellent problem-solving skills, with the ability to turn complex data into clear, actionable insights for senior leadership.
• Excellent communication skills, with a proven ability to influence cross-functional stakeholders across Product, Engineering, and Support.