Program Manager, AI Acceleration, Google Customer Solutions

Program Manager, AI Acceleration, Google Customer Solutions

Businesses of all shapes and sizes rely on Google's unparalleled advertising solutions to help them grow in today's dynamic marketing environment. You bring a passion for sales, knowledge of online media, and commitment to maximize customer success. You act like an owner, move with velocity through change, finding innovative and strategic ways to consistently deliver extraordinary and incremental outcomes for both Google and your customers. You build trusted relationships with customers, uncovering their business needs and translating them into powerful solutions to achieve their most ambitious goals. You achieve as a team with sellers, shape the future of advertising in the AI-era, and make a real impact on the millions of companies and billions of users that trust Google with their most important goals.

In this role, you will be responsible for bringing the magic of Google's AI technologies to our global SMB customers, while ensuring high quality customer experiences are maintained with this innovation. You will be part of the team that influences a cross-functional group of stakeholders including Sales Directors, Strategy and Operations, Product, Marketing and gTech teams to help drive innovations for our customers, unlock new GTM/product strategies for this segment and advocate for customer experience as a critical priority. You will need to consider the implications of AI strategies in a global vendor operating system, effectively pilot new technology and strategies and evaluate success measures with thoughtful analysis. This role creates space for you to explore, propose, and influence bespoke, high-impact workstreams, technology innovation, and test business hypotheses to scale our reach and quality in serving our SMB Growth customer segment.

Google Customer Solutions (GCS) sales teams are trusted advisors and competitive sellers who maintain a relentless focus on customer success by bringing the best Google has to offer to small- and medium-sized businesses (SMBs), which are the backbone of our communities. As a member of our team, you'll have the opportunity to work with company owners and make a real difference in their businesses by helping them grow. Together, we help shape the future of innovation for customers, partners, and sellers...and we have fun doing it.

The US base salary range for this full-time position is $120,000-$172,000 + 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.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 4 years of experience in management consulting, sales operations, business strategy or corporate advisory, or 2 years of experience with an advanced degree.
• Experience working with executive stakeholders.
• Experience developing business strategies or managing cross-functional initiatives.
• Experience generating insights from analysis on data sets to drive business decisions or running analysis for A/B tests or business performance analysis.

Preferred qualifications:

• MBA or Master's degree.
• Experience collaborating with multiple stakeholders across organizational boundaries.
• Experience using SQL and working with large data sets to deliver actionable insights and recommendations.
• Experience in advertising, consultative sales, business development, or a digital media environment for an organization.
• Excellent communication and presentation skills with the ability to take ambiguous topics and turn them into compelling narratives for different audiences.
• Excellent problem solving skills, combined with strong business acumen.

Responsibilities:

• Support design, development, and implementation of impactful AI-specific workflows, training, and investment recommendations for Small and Medium Businesses (SMB) business growth.
• Collaborate with cross functional teams, including strategy and operations, marketing, technical teams, and Vendor Performance peers, to innovate and deliver on change initiatives related to customer support and experience, product strategy, and business strategy.
• Communicate with Google Customer Solutions (GCS) leadership and other global stakeholders to share performance updates, deliver insights and recommendations, understand and prioritize business needs, build consensus, and secure sign-offs to drive project delivery.
• Identify and pursue opportunities for process and tooling improvements to increase automation and deliver on key business results.
• Analyze obstacles to hitting quarterly business, productivity, or customer experience goals, and partner with global teams to drive intervention strategies to hit global goals and address customer escalations.