Global Product Lead, gTech Analytics, Products and Tools

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a customer-facing role working with stakeholders, driving customer technical implementations or transformation programs.
• Experience gathering, interpreting, and presenting data to identify business needs and propose solutions.
• Experience creating and delivering presentations at the executive-level with stakeholders.
• Experience scoping, managing and delivering projects.

Preferred qualifications:

• Experience working with both technical and business stakeholders, and users.
• Experience working with Machine Learning (ML) or Generative AI models.
• Knowledge of global customer service operations, support platforms, the online advertising industry, and Google Ads.
• Ability to influence others, fostering and maintaining key relationships over time.
• Ability to adapt quickly and work in a fluid environment.
• Excellent negotiation skills.

About the job

gTech Analytics, Products and Tools team (gAPT) leverages user insights and Generative Artificial Intelligence (GenAI) technology to improve and automate Google's Ads customer support experiences. gAPT partners with gTech’s Support, Professional Services, Product Management, and Engineering teams to simplify Google's Ads support products and build the productivity tools ecosystem for gTech users. Google is the leader of the customer experience, advocating for big-picture visions, feature requests, and offering product improvements backed by data-driven insights. Google's work enables gTech teams to deliver support to customers.

As a Global Product Lead for Intelligence Infrastructure, you will partner with gTech Ads Support Services, Product Management (PM) and Engineering to define and deliver the next generation of support experiences. You will be part of a team that works cross-functional to build, launch, and land new Artificial Intelligence/Machine Learning (AI/ML) infrastructure and improve GenAI model performance across support platforms.

Google creates products and services that make the world a better place, and gTech’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.

Responsibilities

• Partner with cross-functional stakeholders to understand key customer and business team needs related to gTech anchor tools.
• Set the goal and strategy for platform/tool, identify strategic solutions, and influence technical roadmap.
• Manage the delivery, performance, and user satisfaction of anchor tool components and features.
• Ensure transparency around systems development, providing key information to communicate and educate the business on capabilities and investments.
• Clearly articulate prioritized business needs to the Product Management team and influence their roadmap to address them.