Global Product Lead, Support Tools, Artificial Intelligence

Google•Irvine, CA

About The Position

The Go-to-Market (GTM) Operations is a global team that serves as the strategy, operations, and product commercialization partner to Global Business Organization (GBO). The team ensures Google's complex and ever-evolving Ads business delivers growth and operates effectively. GTM’s Global Business Applied AI team focuses on building business tools to ensure workflows are technology-first, leveraging the best of AI across sales and services. Team members are investigative and tactical change agents who have a pragmatic sense of how to get things done. As a Global Product Lead, you will shape the tactical direction and drive successful outcomes for complex projects or portfolios. You will operate separately in cross-functional environments, partnering closely with gTech's Support, Professional Services, Product Management, and Developer teams. You will simplify Ads products and build the productivity tool ecosystem for gTech Ads users. You will elevate the customer experience, advocating for product improvements and features, backed by data. Your work will empower gTech teams to deliver exceptional customer support. You will build essential relationships across gTech, Sales, Finance, PM, Developer, and UX. You will directly collaborate with PM, Developer, UX, and Ads Services, and execute roadmaps, set goals, coordinate resources, and provide leadership with minimal executive direction. The cross-functional nature of this position demands strong relationship-building to deliver transformational tooling.

Requirements

Bachelor’s degree or equivalent practical experience.
4 years of experience in product or program management.

Nice To Haves

Experience gathering, interpreting, and presenting data to identify business needs and propose solutions.
Experience working with both technical and business stakeholders and users.
Understanding of applications for Artificial Intelligence (Applied AI).
Knowledge of global customer service operations, support platforms, the online advertising industry, and Google Ads.
Ability to improve customer experience.
Excellent communication, presentation, problem-solving, and negotiation skills.

Responsibilities

Oversee the lifecycle of planning, designing, and deploying an internal tool or product, ongoing communications, stakeholder management, project management and ensure product readiness, identify product gaps, and influence product roadmaps for best possible customer and partner experience.
Derive critical insights from customer feedback and data analysis to unlock opportunities for improvement and share insights and potential solutions with internal teams (e.g., Product Management, Engineering, Business Solutions).
Assess and identify gaps and issues in products based on customer/partner feedback or metrics analysis, communicate product gaps and issues to internal teams (e.g., Product Management, Engineering), and help solve gaps and issues.
Collaborate with stakeholders (e.g., Product, Engineering, Sales, etc.) to develop products and tools, manage escalations, requirements, and feedback to and from stakeholders, and advocate for the product stakeholders with internal teams.