Jobs in Swansea, United Kingdom

Department: AI & Data Science

Employment Type: Contract

Location: UK

We are looking for a program manager with strong hands-on experience working on AI-related products, having a good grasp of what’s needed to build and market successful AI solutions. The program management will have a heavy focus on analyzing AI chat transcripts, excavating insights to improve conversational experience for customers and communicating these insights to stakeholders to inform product changes. The scope of this is being planned to expand to include building AI-focused prototypes/MVP, based on strong customer insights, to help remove friction points along a SMB (small-and-medium business) journey when starting on Google Ads

• Maintain content improvement process for AI initiatives end-to-end, aimed at driving a better customer experience on ads.google.com
• Running regular testing springs across our organization with the objective to increase testing volume for AI initiatives and identify improvement areas to share with Product teams
• Cross-functional stakeholder management across a wide range of teams including Global Ads Marketing, Sales and Product
• Closely partner with our Sales team to find improvement areas in our content feedback loop. Continuously iterate
• Support GTM and roll-out of AI initiatives globally, driving excellent execution and on-time in full delivery
• Support our wider team depending on bandwidth and prioritization to fuel customer acquisition growth for Ads
• Run regular AI sprints aimed at collecting customer insights and turning them into product/project ideas leveraging AI tools

• Strong operational/executional skills
• Strong hands-on experience with AI chatbots & analyzing transcripts
• Customer-centric mindset, valuing insight-related work
• Being proactive
• Analytical mindset, ability to juggle multiple data points and stitch them together to surface opportunities
• Experience with Google Cloud’s AI suite
• Ability to build workflows/prototypes/MVPs
• Experience on B2B software products is a bonus

• Conduct daily AI transcript analysis to identify customer insights, issues & bug to flag to product team
• Deliver weekly progress report to Google on key metrics identified for content workstream: # of conversations logged, customer experience metrics and safety bugs identified
• Own & drive agenda for monthly meeting with Product & ENG teams to surface ongoing issues with the product and inform roadmap changes
• Run monthly AI sprints to develop prototypes/MVPs based on customer feedback, present to leadership and iterate