Product Manager, Conversational AI for Support

At Google, we put our users first. The world is always changing, so we need Product Managers who are continuously adapting and excited to work on products that affect millions of people every day.

In this role, you will work cross-functionally to guide products from conception to launch by connecting the technical and business worlds. You can break down complex problems into steps that drive product development.

One of the many reasons Google consistently brings innovative, world-changing products to market is because of the collaborative work we do in Product Management. Our team works closely with creative engineers, designers, marketers, etc. to help design and develop technologies that improve access to the world’s information. We’re responsible for guiding products throughout the execution cycle, focusing specifically on analyzing, positioning, packaging, promoting, and tailoring our solutions to our users.

As a Product Manager in gTech Users and Products (gUP), you will help drive the next generation of support capabilities, leveraging AI to advance our support product portfolio. The Help Guide team is at the forefront of this effort, verticalizing generative conversational AI support solutions across key consumer products like Google Play, Pixel, and Workspace. You will be responsible for gathering requirements, writing clear specifications, conducting data analysis to understand user behavior, and coordinating with cross-functional teams to ensure features are delivered effectively to address user needs and contribute to business objectives. You will have experience with Generative AI, and managing problems, and building capabilities from scratch.

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google’s diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration and more). Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $163000 - $237000 (USD) + 15% bonus target + equity + benefits, * Understand user and product needs, set a direction, and ensure it aligns with gUP’s and the product area’s overall goals.

• Analyze every touchpoint across the self-help journey and optimize conversational AI for consumer support w/in that context to drive engagement and successful outcomes.
• Generate new ideas, prioritize features, and collaborate with engineering, your product peers, and other partners to deliver a high-quality product.
• Develop strategies to drive usage, engagement, and complete rates.
• Work with engineering, operations, product verticals and other teams to ensure Help Guide’s success for your product area.

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 our Accommodations for Applicants form.

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in product management or related technical roles.
• 2 years of experience taking technical products from conception to launch (e.g., ideation to execution, end-to-end, 0 to 1, etc.).
• Experience with the domain area of Generative AI or Large Language Models., * Experience turning broad, ambiguous problems into clear, well-structured projects.
• Experience working closely with engineering to understand infrastructure design and tradeoffs.
• Knowledge of consumer products, customer support, next generation technologies.
• Ability to define metrics, analyze experiments, generate insights, and communicate results to the wider organization.
• Ability to collaborate with cross-functional teams on high-velocity projects.
• Excellent communication skills including presenting regularly to executive leadership.