Solutions Consultant II
About The Position
In gTech Users and Products (gUP), the mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. The team meets partners and consumers through support and help, represents their needs to product partners, proposes fixes and features, and provides product services such as localization, digitization, and partner integration. On the Editors and Workspace AI Foundations team, the Solutions Consultant II supports the success of Google Workspace products globally. The role is the primary support point of contact for Google Slides across core capabilities and generative AI features, leads Workspace Editors Community coverage, and drives Ask Google Help (AGH) conversational AI support. The role builds deep product knowledge to define support strategies for new launches, monitor user sentiment, and manage escalations. It oversees operations for the unified Editors Help Community and partners cross-functionally to scale AI-powered help. Working closely with Product, Engineering, and UXR teams, the consultant synthesizes multi-channel feedback to identify top user issues and AI quality insights, influencing early-stage product development and roadmap decisions. Google’s gTech teams help bring Google products and services to life by providing customers globally with technical skill, product expertise, and solutions tailored to complex needs. Individual pay is determined by job-related skills, experience, and relevant education or training. The listed US pay range is $92,000–$130,000, with a 15% bonus target, equity, and benefits.
Requirements
- Bachelor’s degree or equivalent practical experience.
- At least 2 years of experience in technical project management, program management, product support, management consulting, or a customer-facing role.
- Experience analyzing quantitative and qualitative data, such as with spreadsheets, SQL, or business intelligence dashboards, to identify trends and inform business or product decisions.
Nice To Haves
- Experience managing online user communities, support forums, conversational AI/chatbot support channels, or Help Center content operations.
- Experience translating user feedback and operational trends into structured insights presented to executive stakeholders.
- Familiarity with Google Workspace products such as Google Slides, Docs, or Sheets, and a passion for advocating for user needs.
- Ability to manage multiple projects end-to-end and achieve clear, impactful outcomes under compressed timelines, with a high tolerance for ambiguity and change.
- Ability to streamline complex operational processes, leverage AI tools for data synthesis, and implement workflows that increase efficiency.
Responsibilities
- Lead end-to-end support and launch readiness for Google Slides, including core and Gemini AI features, aligning with Product, Engineering, and User Experience Research on roadmaps and post-launch triage.
- Manage support operations and Product Expert advocacy for the Workspace Editors Help Community, surfacing bugs, feature requests, and emerging user trends.
- Drive deployment readiness, transcript quality analysis, and personalization for Ask Google Help conversational AI to improve self-service resolution and customer satisfaction.
- Advocate for consumer, enterprise, and education users by synthesizing multi-channel data and presenting actionable insights to influence product development.
- Collaborate with cross-functional gUP and Workspace stakeholders on projects to improve operational metrics and support workflows.
Benefits
- 15% bonus target
- Equity
- Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
