Product Operations Manager, Google Customer Solutions
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This role may also be located in our Playa Vista, CA campus.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: New York, NY, USA; Ann Arbor, MI, USA; Chicago, IL, USA; Mountain View, CA, USA; Los Angeles, CA, USA; San Francisco, CA, USA.Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 4 years of experience in product or program management.
- 3 years of experience with data analysis and data tools (e.g., SQL, MySQL, Tableau, etc.).
- 3 years of experience working with systems design and product design.
Preferred qualifications:
- Master’s degree in Business, Statistics, Mathematics, Economics, Applied Science, or a related field.
- 3 years of experience with data-driven analysis and reporting.
- Experience with management consulting.
- Experience implementing technical solutions and managing the product development life-cycle.
- Ability to manage multiple stakeholders, including technical and non-technical stakeholders.
- Excellent written and verbal communication skills.
About the job
Our team sits within the Sales Analytics Solutions (SAS) organization in Global Customer Solutions (GCS). The GCS team of entrepreneurial, enthusiastic and client-focused members are the "human face" of Google, helping entrepreneurs both individually and broadly build their online presence and grow their businesses. The SAS powers GCS growth at scale by shaping and delivering the tools and insights that enable our sellers and customers to be successful, by building communication channels, unifying customer data and applying AI, and empower GCS with insights and a holistic view of our customers to create exceptional customer experiences, and drive growth at scale.
The conversational AI at Google, leveraging AI models and our full ecosystem of data (e.g., business conversations, account performance, etc.) to drive automation and intelligence to up-level the GCS business! The projects are fast-moving and highly visible, aiming to revolutionize the functions that drive the GCS business with exceptional resources and focus with the assistance of AI, LLMs, and automation technology.
In this role, you will lead the direction of the LLM technology roadmap through identifying and establishing key AI-powered metrics for the business and development of new product features and processes to power growth.
Google Customer Solutions (GCS) sales teams are trusted advisors and competitive sellers who maintain a relentless focus on customer success by bringing the best Google has to offer to small- and medium-sized businesses (SMBs), which are the backbone of our communities. As a member of our team, you’ll have the opportunity to work with company owners and make a real difference in their businesses by helping them grow. Together, we help shape the future of innovation for customers, partners, and sellers...and we have fun doing it.
The US base salary range for this full-time position is $115,000-$169,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Responsibilities
- Deliver critical insights from product metrics, customer feedback and data analysis to unlock opportunities for improvement and synthesize to inform product roadmap and feature recommendations.
- Direct the development of the product roadmap by leveraging knowledge of GCS users, workflows, sales and marketing processes, and the strategic initiatives of the business.
- Identify gaps in current solutions and approach, prioritizing and crafting business cases to validate the importance of new feature requests.
- Articulate business requirements to our product management and engineering teams, influencing the product experience. Define a goal for your area, highlighting where improvements are needed now and where we aim to go to drive the overall roadmap.
- Partner with executive leadership and cross-functional global stakeholders to understand and prioritize business needs, build consensus, and communicate requirements through Business Requirements Document (BRD) and ongoing check-ins.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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