Product Manager, AI Support Tools, Google Fi

At Google, we put our users first. The world is always changing, so we need Product Managers who are continuously adapting and excited to work on products that affect millions of people every day.

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 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.

As a part of the Google Fi Wireless, a carrier built on the ambitious idea of reimagining what a phone plan can be, you will leverage Google’s innovative DNA to build a smarter, more seamless, and more secure mobile experience for everyone.

In this role, you will contribute to a team dedicated to providing fast, reliable coverage while actively working to eliminate the traditional pain points of the wireless industry, hidden fees, restrictive contracts, and international roaming, by putting the user first through automation and intelligent network switching.

Google Fi Wireless leverages the best of Google to deliver simple and secure mobile connectivity. Our team is responsible for the entire subscriber journey, from plan selection and device activation to providing award-winning coverage around the world. Our team's deep expertise spans cellular network operations, iOS and Android app development, and subscription business operations.

The Fi team applies Google's AI to solve real-world problems - from AI-enhanced call audio to AI billing summaries to AI-powered cohort analysis - that helps Google Fi customers stay reliably connected to what’s most important to them.

The Fi team is committed to providing team members with the opportunity to build their applied AI skillset, so that all Fi subscribers can benefit from the best of Google's AI models.

Responsibilities

• Define and drive the support technology strategy, including AI strategy, tooling, and premium support options for users.
• Own AI troubleshooting tools including the connectivity troubleshooter, spanning activation, support pages, and other diagnostic tools for users.
• Manage user-facing AI surfaces including support surfaces, billing summaries, and related answers, while collaborating with the support organization to produce AI support responses for users.
• Deliver AI-enabled support tooling for agents, help them provide high-quality support experiences.
• Revamp product support policies, including compensation policies, travel limitations, support for users who get locked out of their account, and other situations.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in product management or related technical role.
• 2 years of experience taking technical products from conception to launch (e.g., ideation to execution, end-to-end, 0 to 1, etc).
• Experience managing consumer software products through the full product life-cycle.

Preferred qualifications:

• Master's degree in a technology or business related field.
• Experience building support tooling, policies, and processes.
• Experience applying AI towards support experiences.
• Knowledge of statistics and AI-driven experiments, with a data-driven, experiment-first mindset toward growth.
• Ability to develop a coherent product strategy, understand user needs, and map them to a set of products.
• Ability to collaborate with a variety of teams including engineering, UX, operations, data science, and finance.