Google Looking For Director, Product Management, Customer Engagement, Support Platform at Irvine, CA Full Time

Minimum qualifications:
Bachelor’s degree or equivalent practical experience

15 years of Technical Product Management experience (i.e. creating strategic product roadmap(s) from conception to launch)

Experience working directly with customers to understand their needs and translate them into product requirements

Experience driving the product vision, go-to-market strategy, design discussions, and developing software products and technologies

Preferred qualifications:
Master’s, MBA, or PhD Degree in Computer Science or related engineering fields

Product management experience with a focus on software products and technologies with significant AI/ML components

Demonstrated track record of leading complex strategic and operational initiatives, working through technical, operational, legal/policy, and business issues

Ability to influence without authority, working with technical and cross-functional teams to get things done

Excellent problem-solving, organizational, and analytical skills, with the ability to evolve product strategy based on research, data, and industry trends

About the job

Part of Google Ads, the Customer Engagement’s (CE) Support Platform is a multidisciplinary organization spanning across multiple locations. CE Support Platform supports users served across multiple Product Areas that are household names. Our mission is to understand Google’s customers’ issues and provide effective, efficient, excellent resolutions. We build products for multiple distinct user bases, balancing investments across a set of internal clients for our users.

Our cornerstone product, the One Support Suite, is underpinned by our focus on delivering a premier support experience for all Google’s customers across all products. By delivering premier support for Google’s customers, we are focused on helping Google’s Ads grow business at high rates by improving business Customer Experience, and being a leader in the use of AI at Google for driving efficiencies.

You will be a senior product leader to lead strategy for all our support products. This includes both our Google Ads partners and agents, as well as the many users who depend on our Help services. Google Support is one of the largest platforms of its kind anywhere and responsible for full-stack customer support experiences across all major Google products, including Google Ads, Search, Google Play, Payments, YouTube, Hardware (Nexus, Pixel, Chromebooks, Home), and several Alphabet plays too. You will have a unique opportunity to collaborate and craft support strategies with an array of teams and products at Google, and execute them at scale.

Users come first at Google. Nowhere is this more important than on our Advertising and Commerce team: we believe that ads and commercial information can be highly useful to our users if that information is relevant to what our users wish to find or do. Advertisers worldwide use Google Ads to promote their products; publishers use AdSense to serve relevant ads on their website; and business around the world use our products (like Google Shopping, and Google Wallet) to support their online businesses and bring users into their offline stores. We are constantly innovating to deliver the most effective advertising and commerce opportunities of tomorrow.

Responsibilities

Work with the General Manager of Customer Engagement to set both long and short term product strategy for the Support Platform to create delightful support experiences for users

Build close relationships with key stakeholders and users of our products including the Global Business Organization, Google Partners, and key Product General Managers

Gather business and customer requirements and work with cross-functional partners on aligning product and business strategy

Be an advocate of our users (consumer and enterprise) by deeply understanding their problems, and developing and advocating new solutions

Land the features and product roadmaps across a wide variety of partners/stakeholders while anticipating technology trends, and building intelligent products using AI/ML to bend the Support cost curve for the Google business

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form.