Service Program Manager, Global Business Applied AI, GBAI Technical Services

About the job

Applied AI builds conversational agents deployed at a large scale that achieve very meaningful results in the real world. Some examples include the customer agent built for large call center environments, to fast food ordering handled by our Food AI agent. The team is transforming how enterprises connect with customers through the power of AI. We also offer unique experiences for team members where you get to work directly with the model builders (Google DeepMind / Vertex), learn and work with brilliant AI leaders, and have access to Global 1000 customers via our existing Google Cloud relationships. The opportunity in this space is tremendous.

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.

Qualifications

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 2 years of experience in a customer or client-facing role.
• Experience working with stakeholders across different businesses, leadership levels, and teams.

Preferred qualifications:

• Experience in technical troubleshooting and managing scaled support operations with a high degree of operational excellence.
• Ability to clearly articulate problems and recognize clear solutions.
• Excellent problem-solving skills.