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Product Manager, Enterprise Support Platform

Google

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8-10 Years
a month ago
93 Viewed
1 Applied

Job Description

Minimum qualifications:

  • 8 years of experience in product management.
  • Experience working on enterprise CRM products.
  • Experience creating product roadmaps from conception to launch, driving the product outlook, defining go-to-market strategy, and leading design discussions.

Preferred qualifications:

  • Experience with customer support technologies and products.
  • Experience developing platforms and AI-powered enterprise applications.
  • Experience with support operations and strategy.

About the job

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 part of the Enterprise Service Desk team, you will define how support requesters interface through digital and assisted channels to get their needs answered while enjoying a great experience. You will enhance new customer experiences powered by Google's AI and machine learning. You will delight our users with excellent experience anywhere, anytime. You will also drive optimization through careful balance of cost vs. experience by leveraging tools and AI.

The Core team builds the technical foundation behind Google's flagship products. We are owners and advocates for the underlying design elements, developer platforms, product components, and infrastructure at Google. These are the essential building blocks for excellent, safe, and coherent experiences for our users and drive the pace of innovation for every developer. We look across Google's products to build central solutions, break down technical barriers and strengthen existing systems. As the Core team, we have a mandate and a unique opportunity to impact important technical decisions across the company.

Responsibilities

  • Define the product strategy for support experiences via assisted channels.
  • Design and lead a multi-year roadmap, balancing short-term and long-term goals, and investments to scale globally.
  • Engage as a trusted advisor with business leaders to understand their strategy, business processes, pain points, and priorities to make informed decisions on product strategy.
  • Analyze competitors and industry trends to advance products and drive innovation.
  • Collaborate to enable decision-making across a broad network of stakeholders, delivery partners, and operational teams.
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