Global Product Lead, Support Tools, Global Business Applied AI, GTM

gTech’s Product and Tools Operations team (gPTO) leverages deep user, operational, and technical insights to innovate Google's Ads products into customer experiences that are so intuitive (or automated) that they require no support at all. gPTO partners closely with gTech’s Support, Professional Services, Product Management, and Engineering teams to innovate and simplify our Ads products and build the productivity tools ecosystem for gTech users.

GTM’s Global Business Applied AI (GBAI) team leverages deep user, operational, and technical insights to innovate Google's Ads products into customer experiences that are so intuitive (or automated) that they require no support at all. We partner closely with gTech’s Support and Services, Product Management, and Engineering teams to simplify our Ads products, build the productivity tools ecosystem, and develop AI solutions 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 services to our customers and sellers.

As a Global Product Lead you will work directly with Product Management (PM), Engineering, and User Experience (UX) to design, develop and launch capabilities, and improvements for servicing customers. You will represent the Ads Service organizations, translating their needs into requirements. In this role, you will contribute analytical and communication skills to join a fast-paced team, and work cross-functionally with key partners across gTech, Sales, Finance, Product Management, Engineering, and UX.

Minimum qualifications:

- Bachelor’s degree or equivalent practical experience.

- 6 years of experience in product or program management.

Preferred qualifications:

- Experience gathering, interpreting, and presenting data to identify business needs and propose solutions.

- Experience creating and delivering presentations at the executive level, along with scoping, managing and delivering projects.

- Knowledge of global customer service operations, support platforms, the online advertising industry, and Google Ads.

- Understanding of applications for Artificial Intelligence and Applied AI.

- Ability to influence others, fostering and maintaining key relationships over time. Ability to adapt quickly and work in a fast-changing environment.

- Interest in improving customer experience, strong communication, presentation and negotiation skills.

- Partner with cross-functional stakeholders to understand key customer and business team needs related to gTech anchor tools.

- Set the direction and strategy for Sales and Services platforms and tools, 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.

- Articulate prioritized business needs to the Product Management team and influence their roadmap to address them.

- Lead Applied AI Solutions for Ads Support.