AGBG Mid-market Offering Lead - Customer Service & Commerce

• Define and lead the end-to-end strategy and roadmap for AI-powered customer engagement and commerce solutions across service, support, and omnichannel experiences.


• Conduct market, customer, and competitive analysis to identify trends, use cases, and opportunities in customer service, contact center, and conversational AI domains.


• Develop and execute go-to-market strategies, including positioning, packaging, value propositions, pricing inputs, and launch plans.


• Act as a domain expert and thought leader, representing customer engagement solutions in client discussions, executive briefings, and industry forums.


• Partner with Google Cloud and ecosystem teams to align roadmaps and co-create innovative capabilities using CCAI, Vertex AI, Gemini, and related technologies.


• Support strategic sales pursuits by shaping opportunities, defining solutions, and contributing to proposals, demos, and client presentations.


• Track performance metrics such as adoption, pipeline impact, and time-to-value, using insights to continuously refine offerings and GTM strategy.


• Collaborate across global, cross-functional teams to ensure successful execution from concept through delivery and commercialization.

Requirements:

• 12+ years of experience in product management, product marketing, or solution leadership roles within customer service, contact center, or customer engagement domains.


• Strong expertise in customer service and contact center technologies, with familiarity in Google Cloud CX solutions (e.g., CCAI, GECX).


• Working knowledge of generative AI concepts and enterprise applications (e.g., Vertex AI, Gemini) in customer engagement use cases.


• Proven experience in end-to-end go-to-market execution, including product packaging, messaging, and launch management.


• Strong ability to lead through influence in global, matrixed organizations and collaborate across diverse stakeholder groups.


• Excellent strategic thinking, market analysis, and business case development skills.


• Strong executive communication and storytelling abilities, with experience engaging senior leadership and clients.


• Bachelor’s degree in a technical or business-related field; Master’s degree is a plus.


• Google Cloud certifications are a strong advantage.

Benefits:

• Opportunity to lead cutting-edge AI-driven customer experience and commerce transformation initiatives.


• Exposure to global-scale Google Cloud ecosystems and advanced generative AI technologies.


• Highly strategic role with ownership of product vision, roadmap, and go-to-market execution.


• Collaborative, global environment working with top-tier industry experts and cross-functional teams.


• Strong career growth potential within digital transformation, CX strategy, and AI innovation domains.


• Flexible and inclusive work culture with support for continuous learning and leadership development.