Solutions Lead - AI-Driven Customer Support

Google Inc.; Boulder (CO); On-site; USD 140,000 - 205,000; Full time

Benefits offered by this job

Bonus target

Equity

Benefits

Job summary

Google Inc. in Sunnyvale, CA, or Boulder, CO is seeking a Solutions Lead for Product Support Solutions to drive end-to-end delivery of a unified backlog spanning AI-first self-service, premium human support, and knowledge centers.

Partner with product managers, engineers, and business stakeholders to translate goals into actionable work items, manage blockers, and measure impact post-launch. This role requires strong program management, excellent communication, and leadership across multiple

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in a project management or a customer-facing role.
• Experience driving progress, solving problems, and mentoring more junior team members.
• Ability to draw insights from data and manage recommended actions.
• Ability to manage multiple assignments simultaneously, work independently and drive projects to completion with attention to detail.

Responsibilities

• Evaluate incoming project requests and manage a unified, priority-based backlog for specific product areas, blending initiatives across AI-first self-service, premium human support, and scaled knowledge centers.
• Collaborate with product managers, technical engineers, and business stakeholders to break down high-level business goals into incremental, actionable, and technically sound work items.
• Manage the end-to-end project lifecycle, track progress, remove blockers, and actively elevate delivery capacity challenges to accelerate solution delivery.
• Act as the central hub connecting Analytics, Content, Legal, Security, and Product Engineering, while managing vendor operations and cross-functional dependencies.
• Oversee post-launch activities, including impact measurement, error monitoring, and the execution of fast follows to ensure solutions drive definitive outcomes.

Skills

Project management

Customer-facing

Leadership

Communication

Data analysis

Education

Bachelor’s degree

Job description

Google Inc. in Sunnyvale, CA, or Boulder, CO is seeking a Solutions Lead for Product Support Solutions to drive end-to-end delivery of a unified backlog spanning AI-first self-service, premium human support, and knowledge centers.

Partner with product managers, engineers, and business stakeholders to translate goals into actionable work items, manage blockers, and measure impact post-launch. This role requires strong program management, excellent communication, and leadership across multiple