Global Product Lead, gTech’s 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 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 fast-changing environment.
  
• Excellent negotiation skills.
  

About the job

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

As a Global Product Lead for Intelligence Infrastructure you will partner closely 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 ML/AI infrastructure and improve Gen AI model performance across our 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 gTech Ads Support Services, PM, Engineering, User Experience (UX), Sales, and Finance stakeholders to understand key customer and business support needs and translate these needs into requirements.
• Set the vision and strategy for the platform/tool, identify strategic solutions, and influence the technical roadmap.
• Manage the delivery, performance, and user satisfaction of infrastructure tool components and features.
  
• Prioritize requirements to the Product Management team and influence their road-map.
• Ensure transparency around systems development, providing key information to communicate and educate the business on capabilities and investments.