Minimum qualifications:

• Bachelor’s degree in Computer Science, Engineering, a related technical field or equivalent experience.
• 8 years of experience in a project/program management, consulting, or client facing role.

Preferred qualifications:

• MBA or advanced degree in a Management, Business, a related field or equivalent practical experience.
• Experience operating in global markets and leading cross-functional collaboration across reporting lines, regions, and time zones.
• Ability to communicate technical concepts to various audiences, including presenting regularly to executive leadership.
• Excellent problem-solving and troubleshooting skills, with an ability to turn broad, ambiguous problems into clear, well-structured projects.
• Demonstrated thought leadership and ability to influence cross-functional stakeholders across Customer Support, Product, and Engineering teams.

About the job

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 represent Google's users and partners, sharing insights to enable exceptional customer and product experiences. Within the gUP Platforms and Devices (P&D) team, we focus specifically on growing loyal Pixel users through seamless support and collaborative product improvements.

The Pixel Differentiated Care team is dedicated to making support journeys faster, more personalized, and seamless across all surfaces. Our work is centered on delivering proactive, intelligent interactions and driving loyalty within the Pixel ecosystem through thoughtful lifecycle engagement. We aim to provide personalized, AI-driven resolutions that meet users where they are, identifying top needs and driving solutions cross-functionally to optimize the overall user experience.

The US base salary range for this full-time position is $141,000-$204,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google

Responsibilities

• Lead the launch and continuous optimization of generative AI-powered help guides for pixel ecosystem products through AI orchestration and building agent plans. Partner with cross-functional teams to ensure data accuracy, accessibility, and alignment with overall product strategy.
• Partner with product and engineering to define, build and deploy on-device diagnostic experiences for ecosystem devices, enabling automated troubleshooting for critical user issues and optimizing seamless cross-surface user journeys.
• Design and implement personalized support journeys and technical treatments to enhance the experience for premium users.
• Lead cross-functional initiatives to streamline and personalize the end-to-end user journey across all surfaces, from onboarding to upgrade.
• Bridge the gap between product area and gUP product teams to define, develop, and deliver integrated support experiences, ensuring that internal tools are optimized to support unique device requirements and user journeys.