Product Manager, Conversational AI for Support

Product Manager, Conversational AI for Support - Google Careers

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Product Manager, Conversational AI for Support

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corporate_fareGoogleplaceSunnyvale, CA, USA; Boulder, CO, USA; +3 more; +2 more

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Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

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XApplicants in San Francisco: Qualified applications with arrest or conviction records will be considered for employment in accordance with the San Francisco Fair Chance Ordinance for Employers and the California Fair Chance Act.

Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

The application window will be open until at least July 29, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Sunnyvale, CA, USA; Boulder, CO, USA; Irvine, CA, USA; San Francisco, CA, USA.

Minimum qualifications:

• 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.

Preferred qualifications:

• 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.

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 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

Learn more about benefits at Google.

Responsibilities

• 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.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google"s Applicant and Candidate Privacy Policy.

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.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.

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