Global Product Lead, AI Support Tools

Global Product Lead, AI Support Tools at Google

The Go-to-Market (GTM) Operations team at Google is a global group that acts as the strategy, operations, and product commercialization partner to the Global Business Organization (GBO). This team is critical for ensuring Google's complex and ever-evolving Ads business achieves growth and operates efficiently. The GTM’s Global Business Applied AI team specifically focuses on developing business tools that prioritize technology, leveraging the best of AI across sales and services. Members of this team are known for being investigative and tactical change agents, possessing a pragmatic approach to execution.

As a Global Product Lead, AI Support Tools, you will be instrumental in shaping the tactical direction and driving successful outcomes for complex projects and portfolios. This role operates independently within cross-functional environments, requiring close collaboration with gTech's Support, Professional Services, Product Management, and Developer teams.

Your responsibilities will include simplifying Ads products and building a robust productivity tool ecosystem for gTech Ads users. You will be a champion for elevating the customer experience, advocating for essential product improvements and features, all backed by data-driven insights. Ultimately, your work will empower gTech teams to deliver truly exceptional customer support.

Key to this role is building essential relationships across gTech, Sales, Finance, Product Management, Developer, and User Experience teams. You will directly collaborate with Product Management, Developer, User Experience, and Ads Services, executing roadmaps, setting goals, coordinating resources, and providing leadership with minimal executive direction. The highly cross-functional nature of this position demands strong relationship-building skills to deliver transformational tooling.

Responsibilities

• Oversee the entire lifecycle of planning, designing, and deploying an internal tool or product.
• Manage ongoing communications, stakeholder relationships, and project execution, ensuring product readiness.
• Identify product gaps and influence product roadmaps to achieve the best possible customer and partner experience.
• Derive critical insights from customer feedback and data analysis to uncover improvement opportunities.
• Share insights and potential solutions with internal teams, including Product Management, Engineering, and Business Solutions.
• Assess and identify product gaps and issues based on customer/partner feedback or metrics analysis.
• Communicate product gaps and issues to internal teams (e.g., Product Management, Engineering) and contribute to solving them.
• Collaborate with stakeholders (e.g., Product, Engineering, Sales) to develop products and tools.
• Manage escalations, requirements, and feedback to and from stakeholders, and advocate for product stakeholders with internal teams.

Minimum Qualifications

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

Preferred Qualifications

• 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.

Key skills/competency

• Product Management
• Program Management
• Artificial Intelligence (AI)
• Data Analysis
• Stakeholder Management
• Customer Experience (CX)
• Project Lifecycle
• Google Ads
• Business Solutions
• Cross-functional Collaboration