About Google
Learn more about Google. Explore our innovative AI products and services, and how we. Backed by Kleiner Perkins.
About the role
In this role, you will own the measurement and insights of CCXO’s consumer-facing Agentic AI support agent, as well as other related AI-based capabilities. You are responsible for defining how Google measures the performance of Agentic experiences–including measuring agent quality, resolution, and user experience–and partnering with AI business, design, journey measurement, data science, and engineering teams to develop new capabilities. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Bachelor’s degree or equivalent practical experience
- 8 years of experience in customer or consumer support operations within a B2C, technology, consulting, financial services, or media industry
- Experience leveraging AI analytics, predictive modeling, or large language models (LLM) to streamline customer journeys and automate service workflows
More about this role
- Own the end-to-end measurement strategy for agentic experience metrics, including quality, resolution, and sentiment. Own the methodology, supporting data integrity and setting global performance benchmarks.
- Define AI-driven support measurements and evaluations. Develop next-generation measurement frameworks to score agentic interactions, ensuring that the AI/LLM solutions are held to the highest standards of trust, user effort, accuracy, and fluency. Transition from traditional operational metrics (e.g., Containment) towards measures that provide greater insight into a user’s experience.
- Build and own models that tie qualitative user experience to business outcomes. Establish the correlation between upstream journey health (e.g., Resolution, Sentiment) and downstream growth metrics (e.g., sign-up rate, customer lifetime value).
- Identify opportunities to improve AI support interactions and improve journey health through unit-of-one experiences. Work cross-functionally to support the implementation, evaluation, and assessment of these capabilities.
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in customer or consumer support operations...
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