gUP Platform and Devices Manager, Health Product Excellence

gUP Platform and Devices Manager, Health Product Excellence Google – Boulder, CO, USA; Atlanta, GA, USA Preferred 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. 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. 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 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. 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. US: $224,000 - $312,000 (USD) + 25% bonus target + equity + benefits 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. 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. #J-18808-Ljbffr Google Inc.