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X Note: By applying to this position you will have an opportunity to share your preferred working location from the following:
New York, NY, USA; San Bruno, CA, USA.
Minimum qualifications: - Bachelor's degree or equivalent practical experience.
- 8 years of experience in customer or consumer support operations within a B2C, technology, consulting, financial services, or media industry.
- Experience leveraging AI analytics, predictive modeling, or large language models (LLM) to streamline customer journeys and automate service workflows.
Preferred qualifications: - Experience working with agentic platforms.
- Experience building automated pipelines, AI-assisted workflows, and interactive simulation or self-serve data applications (using Python, SQL/BigQuery, and APIs).
- Understanding of consumer behavior and user experience principles.
- Ability to develop and implement consumer support strategies and solutions either in a B2C company or at a consulting firm, ideally in the media, internet or e-commerce industries.
- Ability to effectively influence and drive change with cross-functional stakeholders at all levels of management, including senior-level executives.
- Excellent leadership, communication, business judgment, modeling, spreadsheet and presentation software skills.
About the jobIn this role, you will own the measurement and insights of CCXO's consumer-facing Agentic AI support agent, as well as other related AI-based capabilities. You are responsible for defining how Google measures the performance of Agentic experiences-including measuring agent quality, resolution, and user experience-and partnering with AI business, design, journey measurement, data science, and engineering teams to develop new capabilities. You will pursue analyses to better assess the performance and experience of the virtual agents and collaborate with partner teams to implement, and lead and own cross-functional strategic initiatives related to delivering great AI experiences, including LLM intent identification and taxonomy, personalization signals, and route-to-value implementation.
US: $140000 - $204000 (USD) 15% bonus target equity benefits
Learn more about benefits at Google .
Responsibilities - Own the end-to-end measurement strategy for agentic experience metrics, including quality, resolution, and sentiment. Own the methodology, supporting data integrity and setting global performance benchmarks.
- Define AI-driven support measurements and evaluations. Develop next-generation measurement frameworks to score agentic interactions, ensuring that the AI/LLM solutions are held to the highest standards of trust, user effort, accuracy, and fluency. Transition from traditional operational metrics (e.g., Containment) towards measures that provide greater insight into a user's experience.
- Build and own models that tie qualitative user experience to business outcomes. Establish the correlation between upstream journey health (e.g., Resolution, Sentiment) and downstream growth metrics (e.g., sign-up rate, customer lifetime value).
- Identify opportunities to improve AI support interactions and improve journey health through unit-of-one experiences. Work cross-functionally to support the implementation, evaluation, and assessment of these capabilities.
