Product Support Manager, Google Workspace Editors and AI

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).

In this role, on the Editors and Workspace AI Foundations team, you will be critical to the success of Google Workspace products globally. You will serve as the primary support point of contact for Google Slides spanning core capabilities and generative AI features. You will also lead Workspace Editors Community coverage and drive Ask Google Help (AGH) conversational AI support.

You will build deep product knowledge to define support strategies for new launches, monitor user sentiment, and manage escalations. Furthermore, you will oversee operations for the unified Editors Help Community and partner cross-functionally to scale AI-powered help. By collaborating closely with Product, Engineering, and UXR teams, you will synthesize multi-channel feedback to uncover top user issues and AI quality insights, directly influencing early-stage product development and roadmap excellence.

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 support and launch readiness for Google Slides (core and Gemini AI), aligning with Product, Engineering, and User Experience Research on roadmaps and post-launch triage.
• Manage support operations and Product Expert advocacy for the Workspace Editors Help Community, surfacing bugs, feature requests, and emerging user trends.
• Drive deployment readiness, transcript quality analysis, and personalization for Ask Google Help conversational AI to improve self-service resolution and customer satisfaction.
• Advocate for consumer, enterprise, and education users by synthesizing multi-channel data and presenting actionable insights to influence product development.
• Collaborate with cross-functional gUP and workspace stakeholders on projects to improve operational metrics and support workflows.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 2 years of experience in technical project management, program management, product support, management consulting, or a customer-facing role.
• Experience analyzing quantitative and qualitative data (e.g., using spreadsheets, SQL, or business intelligence dashboards) to identify trends and inform business or product decisions.

Preferred qualifications:

• Experience managing online user communities, support forums, conversational AI/chatbot support channels, or Help Center content operations.
• Experience translating user feedback and operational trends into structured insights presented to executive stakeholders.
• Familiarity with Google Workspace products (such as Google Slides, Docs, or Sheets) and a passion for advocating for user needs.
• Ability to manage multiple projects end-to-end and achieve clear, impactful outcomes under compressed timelines, with a high tolerance for ambiguity and change.
• Ability to streamline complex operational processes, leverage AI tools for data synthesis, and implement workflows that increase efficiency.