Product Manager II, Google Store, Agentic Customer Experiences

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 5 years of experience in product management or a related technical role.
• 2 years of experience taking technical products from conception to launch.
  

Preferred qualifications:

• Master's degree in a technology or business related field.
  
• Experience with Agentic AI products.
• Experience developing product strategy and launching AI/ML features or products.
• Experience using data to make product decisions.
• Excellent problem solving and quantitative skills.

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.

In this role, you will guide the transformation of customer support experience. You will focus on support journeys, turning moments of customer frustration into opportunities for swift, satisfying resolution. You will own the product goals, roadmaps, and execution for an Artificial Intelligence (AI)-first strategy across all self-serve support journeys. You will develop goal-oriented conversational systems that can understand user intent and guide them through multi-step troubleshooting. You will leverage Google's foundation models to enable resolution for a growing number of support scenarios, reducing the time it takes for customers to get the help they need.

Google Store focuses on building relationships with customers and providing the best experiences with our devices and services. Google Store offers first-party retail experiences with our products, both online and at our physical retail stores in New York City, Mountain View and Boston.

Responsibilities

• Partner with Google's central support and engineering teams.
• Collaborate to understand existing agent workflows, identify issues, and co-develop strategies to improve support agent tooling and processes.
• Guide the development and integration of AI-powered tools and insights to augment agent capabilities, improve efficiency, and ensure a consistent, high-quality support experience.