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 focus on transforming the support tooling model from assisted to autonomous support. You will lead and drive the Agentic Artificial Intelligence (AI) strategy in the support enablement space, covering case management, troubleshooting tooling, workflow automations, and learning and development tools. This strategy will encompass the federation of specialized AI agents, where governance and maintenance process design are crucial for scaling.
What they're looking for
- Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience
- 7 years of experience in program management, product management, business operations, or systems strategy and operations within global customer support
- 7 years of experience in people management
- 3 years of experience managing a team of program managers
- Experience setting up and managing case management workflows and tooling in a mixed ecosystem of first-party and third-party solutions
More about this role
- Build domain expertise on the team to act as the primary liaison between support operations and engineering teams when building the required solutions.
- Evolve the troubleshooting tools to meet the needs of our global employee and vendor-managed Support Delivery teams, and the growing needs of Cloud Support.
- Be part of shaping the agentic evolution of cloud support in the tooling and troubleshooting space, transitioning from an assisted to an AI autonomous support.
- Govern the federation of AI agents to enable scaled growth.
- Minimize tool-based operational friction and eliminate swivel-chairing across systems to maximize agent efficiency.
- Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience.
- 7 years of experience in program management, product management, business operations, or systems strategy and operations within global customer support.
- 7 years of experience in people management.
- 3 years of experience managing a team of program managers.
- Experience setting up and managing case management workflows and tooling in a mixed ecosystem of first-party and third-party solutions.
- Experience with Salesforce...
Browse similar: Startup jobs