Experienced Global Product Lead, gTech's Analytics, Products, and Tools - Driving Innovation in Customer Support Experiences

Introduction to Workwarp and gTech

Imagine being part of a team that is revolutionizing the way customer support experiences are delivered. At Workwarp, we are committed to innovation and excellence, and our gTech's Analytics, Products, and Tools team is at the forefront of this mission. As a Global Product Lead, you will have the opportunity to work with a talented team of professionals who are passionate about leveraging deep user insights and Gen AI technology to improve or automate Google's Ads customer support experiences.

About the Role

The Global Product Lead role is a unique opportunity to partner closely with gTech Ads Support Services, Product Management, and Engineering teams to define and deliver the next generation of support experiences. You will be responsible for setting the direction and strategy for the platform/tool, identifying strategic solutions, and influencing the technical roadmap. Your expertise in gathering, interpreting, and presenting data to identify business needs and propose solutions will be essential in driving the success of our products and tools.

Key Responsibilities

• Partner with cross-functional gTech Ads Support Services, PM, Engineering, User Experience (UX), Sales, and Finance stakeholders to understand key customer and business support needs and translate these needs into requirements.
• Set the direction and strategy for the platform/tool, identify strategic solutions, and influence the technical roadmap.
• Manage the delivery, performance, and user satisfaction of infrastructure tool components and features.
• Prioritize requirements to the Product Management team and influence their road-map.
• Ensure transparency around systems development, providing key information to communicate and educate the business on capabilities and investments.

Qualifications and Skills

To be successful in this role, you will need to have a strong and diverse skillset in relevant areas, including:

Essential Qualifications

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in a customer-facing role working with stakeholders, driving customer technical implementations or transformation programs.
• Experience gathering, interpreting, and presenting data to identify business needs and propose solutions.
• Experience creating and delivering presentations at the executive level with stakeholders.
• Experience scoping, managing, and delivering projects.

Preferred Qualifications

• Experience working with both technical and business stakeholders and users.
• Experience with machine learning (ML) or Generative AI models.
• Knowledge of global customer service operations, support platforms, the online advertising industry, and Google Ads.
• Ability to influence others, fostering and maintaining key relationships over time.
• Ability to adapt quickly and work in a fast-changing environment.
• Excellent negotiation skills.

Career Growth and Learning Opportunities

At Workwarp, we are committed to the growth and development of our employees. As a Global Product Lead, you will have access to a wide range of training and development opportunities, including:

• Professional development programs to help you build your skills and expertise.
• Opportunities to work on high-impact projects that can help you build your portfolio and demonstrate your capabilities.
• A collaborative and supportive work environment that encourages innovation and creativity.

Work Environment and Company Culture

Our company culture is built on a foundation of innovation, collaboration, and mutual respect. We believe in creating a work environment that is inclusive, diverse, and supportive, where everyone can thrive and grow. As a Global Product Lead, you will be part of a team that values:

• Collaboration and teamwork.
• Innovation and creativity.
• Diversity and inclusion.
• Open communication and transparency.

Compensation and Benefits

We offer a competitive salary and benefits package that reflects your skills and experience. Our benefits include:

• A comprehensive health insurance plan.
• A 401(k) retirement savings plan with company match.
• A generous paid time off policy.
• Opportunities for professional development and growth.

Conclusion

If you are a motivated and experienced professional who is passionate about driving innovation in customer support experiences, we encourage you to apply for this exciting opportunity. As a Global Product Lead, you will have the chance to work with a talented team of professionals who are dedicated to delivering exceptional results. Don't miss out on this opportunity to join our team and take your career to the next level.

We Encourage You to Apply!

Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. Apply now and take the first step towards an exciting and rewarding career with Workwarp.