Product Manager, Agentic, Customer Engagement

About the job

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.

Customer Engagement (CE) is a team within Ads focused on providing tools and products to enable Google to intelligently engage customers and help them succeed at scale. Our solutions cover marketing, business, and support for the Ads business and also customer support for Google’s consumer ecosystem with many of those products serving more than 1B monthly users like YouTube, Play, Hardware, Photos, Maps, Search, and Gmail to name a few. The team drives the design and development of agentic Artificial Intelligence (AI) systems that transform how support practitioners engage with customers through automated, intelligent conversations. Our tools manage contextualized diagnosis, multi-step troubleshooting, resolution, and communication with human agents in the loop.

Responsibilities

• Define and advocate the product goal, strategy, and roadmap for features and quality of the Cases AI Agentic system.
• Prioritize the product backlog, make trade-off decisions, and manage the product lifecycle from concept to launch and iteration. Translate user needs and business requirements into detailed Product Requirements Documents (PRDs), user stories, and specifications.
• Collaborate deeply with Engineering, User Experience (UX) Designers, UX Researchers, and Technical Program Managers to ideate, design, and deliver innovative solutions.
• Engage with key stakeholders and users including Sellers, Analysts, and Global Business Organization (GBO) partners to understand their needs, pain points, and opportunities.
• Communicate product plans, progress, and results to stakeholders, leadership, and cross-functional partners across CE and its ecosystem.

Qualifications

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 3 years of experience in product management or a related technical role.
• 1 year of experience taking technical products from conception to launch (e.g., ideation to execution, end-to-end, 0 to 1, etc).
• Experience building aentic technologies.

Preferred qualifications:

• Master's degree in a technology or a business related field.
• 2 years of experience in a business function or role (e.g., strategic marketing, business operations, consulting).
• Experience working on products in the Enterprise Business Intelligence (BI), data analytics, or internal tooling space.
• Familiarity or foundational experience with Generative AI, Large Language Models (LLMs), and AI-motivated chat or automated tools.
• Proven capability to execute and launch features successfully in a highly cross-functional environment (e.g., working with Sellers, Analysts, and Operations teams).