About the job

In the g Tech’s Users and Products (gUP) team, our mission is to help users get the most out of Google. We represent Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences. gUP builds solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting the consumer products ecosystem and enabling numerous launches each year. Help Guide and Authorable Workflows (AWFs) are a pivotal element of one of g Tech's top goals for 2026 and beyond.

In this role, you will have access to greater growth and development opportunities through exposure to key areas of the business. This includes influencing product support strategy to improve our customers’ ability to self-resolve issues and increasing efficiency of the support experience by automating end user support cases, setting the bar high for customer care at Google. You will work on a project basis to solve problems and will bring your operational and program management (PgM) skills to the gUP Technology Delivery team as a PgM on the AWF development team. You will support one or more products (e.g., Google Play, Fi, Pixel, Photos, GMail, GStore, Nest, etc.) in launching support optimization solutions as well as have the opportunity to work on next generation automation solutions, such as Robot and Conversational workflows that incorporate new AI powered technologies.

Google creates products and services that make the world a better place, and g Tech’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 $141,000-$204,000 + 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

• Work closely with gUP Enablement and Product Vertical teams to understand business requirements that drive the need for automated support solutions.

• Help create and maintain a forward-looking pipeline and forecast of Authorable Workflows (AWFs), ensuring they are effectively integrated into the pipeline funnel.

• Work closely with design and authoring vendors to ensure timely completion of the design phase and the high-quality delivery of AWF builds.

• Prepare status updates for stakeholders and manage cross-functional communications across multiple teams (e.g., Analytics, Content, UX, and Product Support).

• Set up and complete experiments to measure AWF impact, manage development risks, and drive pre-launch activities to secure necessary approvals.

Minimum qualifications

• Bachelor’s degree or equivalent practical experience.

• 8 years of experience in a project management or a customer-facing role.

Preferred qualifications

• 5 years of related experience with a background in technology, data analysis, and program management.

• Ability to manage multiple assignments simultaneously, work separately, and drive projects to completion with high attention to detail.

• Ability to manage multiple, time-sensitive projects with competing priorities and multiple stakeholders.

• Ability to draw insights from data and manage recommended actions.

• Excellent problem-solving and investigative skills, combined with a sense of ownership and a proactive "can-do" attitude.

• Excellent communication, project management, and leadership skills, with a track record of managing multiple stakeholders and workstreams.