About the position
At Google, we put our users first. The world is always changing, so we need Product Managers who are continuously adapting and excited to work on products that affect millions of people every day. In this role, you will work cross-functionally to guide products from conception to launch by connecting the technical and business worlds. You can break down complex problems into steps that drive product development. One of the many reasons Google consistently brings innovative, world-changing products to market is because of the collaborative work we do in Product Management. Our team works closely with creative engineers, designers, marketers, etc. to help design and develop technologies that improve access to the world's information. We're responsible for guiding products throughout the execution cycle, focusing specifically on analyzing, positioning, packaging, promoting, and tailoring our solutions to our users. As a Product Manager for Google Store, you will guide the transformation of our customer support experience by advocating and implementing an AI-first strategy. You will own the product goal, roadmap, and execution for all self-serve support journeys across Google Store's hardware lines which involves identifying key user pain points and opportunities where AI and machine learning can be deployed to create intelligent diagnostic tools, personalize help content, develop sophisticated chatbot capabilities, and automate the resolution of common customer issues. You will be responsible for analyzing user feedback, support metrics, and contact drivers to continuously improve self-service effectiveness, reduce customer effort, and enhance overall satisfaction. Google Store focuses on building relationships with customers and providing the best experiences with our devices and services. Google Store offers first-party retail experiences with our products, both online and at our physical retail stores in New York City, Mountain View and Boston.
Responsibilities
- Partner with Google's central support and engineering teams.
- Collaborate to understand existing agent workflows, identify issues, and co-develop strategies to improve support agent tooling and processes.
- Guide the development and integration of AI-powered tools and insights to augment agent capabilities, improve efficiency, and ensure a consistent, high-quality support experience.
Requirements
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in product management or a related technical role.
- 2 years of experience taking technical products from conception to launch.
Nice-to-haves
- Master's degree in a technology or business related field.
- Experience with Agentic AI support products.
- Experience developing product strategy and launching AI/ML features or products.
- Experience using data to make product decisions.
- Understanding of help center technologies, community forums, and automated support tools.
- Excellent problem solving and quantitative skills
Benefits
- Bonus
- Equity
- Health benefits
