Service Program Manager, Global Business Applied AI Technical Services at Google in Boulder, CO, USA

Job description

• The Technical Services team sits within the Global Business and Applied AI (GBAI) team, and is responsible for leading sales tools strategy across business operations, governance, legal compliance, sales enablement, and measurement and analytics. GBAI resides within the Go to Market Operations (GTM) team and enables Google’s Business Organization (GBO) to drive customer success.
• In this role, you will deliver support for a wide range of internal sales tools, empowering Large Customer Sales (LCS+) sellers with high quality customer data and insights. The team acts as frontline support to troubleshoot technical issues, diagnose user inquiries, and triage bugs to Product Management, Engineering, and Global Product Leads. The role focuses heavily on scaling support by identifying opportunities for new or improved workflows that drive operational efficiency and service excellence. This requires collaborating with stakeholders to design, develop, and launch workflows to support new tooling features, while continually iterating to improve operations. The team oversees vendor management, ensuring high-quality service by owning team training and documentation to meet or exceed service level agreements (SLAs).
• Individual pay is determined by factors including job-related skills, experience, and relevant education or training.
• US: $111000 - $159000 (USD) + 15% bonus target + equity + benefits
• Learn more about benefits at Google.

Responsibilities

• Act as the subject matter expert for internal sales tools, and deliver high-quality support experiences to sales teams.
• Manage vendor operations to ensure accountability and consistent delivery against Service-level agreements (SLAs), and ensure vendor agents are equipped with the necessary training and documentation to deliver service excellence.
• Identify and execute on opportunities for scalable, efficient workflows and process improvements that enhance the sales support experience.
• Maintain and build on current cross-functional relationships to contribute to the delivery of insightful, actionable feedback to enhance tools and processes.

Requirements

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in a customer or client-facing role.
• 5 years of experience identifying issues in processes, creating solutions, and working with cross-functional teams to drive these changes.
• MBA or Master's degree.
• Experience in technical troubleshooting and managing scaled support operations with a high degree of operational excellence.
• Experience working in a fast-paced and dynamic environment.
• Knowledge of ad sales technologies, products and market landscape.
• A proven ability to be successful in a complex, globally-scaled product, sales or engineering environment.
• Ability to creatively problem solve and test new or innovative solutions.

Skills

Required

• Customer or client-facing experience
• Process improvement
• Cross-functional collaboration

Preferred

• Technical troubleshooting
• Managing scaled support operations
• Operational excellence
• Creative problem solving