gUP Platform and Devices Manager, Health Product Excellence

About the role

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).

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.
• 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

• 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.

Pay

• US: $224000 - $312000 (USD) + 25% bonus target + equity + benefits

Schedule

• Not specified

Benefits

• Not specified