Service Program Manager, Global Business Applied AI Technical Services

Service Program Manager, Global Business Applied AI Technical Services

Mid Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

This opportunity will remain online based on business needs which may be before or after October 02, 2026. This role may also be located in our Playa Vista, CA campus. Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Applicants in San Francisco: Qualified applications with arrest or conviction records will be considered for employment in accordance with the San Francisco Fair Chance Ordinance for Employers and the California Fair Chance Act.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Boulder, CO, USA; Atlanta, GA, USA; Chicago, IL, USA; Mountain View, CA, USA; New York, NY, USA; Los Angeles, CA, USA; San Bruno, CA, USA; San Francisco, CA, USA; Sunnyvale, CA, USA.

Minimum qualifications: Bachelor's degree or equivalent practical experience. 5 years of experience in a customer or client-facing role. 5 years of experience identifying issues in processes, creating solutions, and working with cross-functional teams to drive these changes.

Preferred qualifications: MBA or Master's degree. Experience in technical troubleshooting and managing scaled support operations with a high degree of operational excellence. Experience working in a fast-paced and dynamic environment. Knowledge of ad sales technologies, products and market landscape. A proven ability to be successful in a complex, globally-scaled product, sales or engineering environment. Ability to creatively problem solve and test new or innovative solutions.

About the Job

The Technical Services team sits within the Global Business and Applied AI (GBAI) team, and is responsible for leading sales tools strategy across business operations, governance, legal compliance, sales enablement, and measurement and analytics. GBAI resides within the Go to Market Operations (GTM) team and enables Google's Business Organization (GBO) to drive customer success. In this role, you will deliver support for a wide range of internal sales tools, empowering Large Customer Sales (LCS+) sellers with high quality customer data and insights. The team acts as frontline support to troubleshoot technical issues, diagnose user inquiries, and triage bugs to Product Management, Engineering, and Global Product Leads. The role focuses heavily on scaling support by identifying opportunities for new or improved workflows that drive operational efficiency and service excellence. This requires collaborating with stakeholders to design, develop, and launch workflows to support new tooling features, while continually iterating to improve operations. The team oversees vendor management, ensuring high-quality service by owning team training and documentation to meet or exceed service level agreements (SLAs).

Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US: $111000 - $159000 (USD) + 15% bonus target + equity + benefits Learn more about benefits at Google.

Responsibilities

Act as the subject matter expert for internal sales tools, and deliver high-quality support experiences to sales teams. Manage vendor operations to ensure accountability and consistent delivery against Service-level agreements (SLAs), and ensure vendor agents are equipped with the necessary training and documentation to deliver service excellence. Identify and execute on opportunities for scalable, efficient workflows and process improvements that enhance the sales support experience. Maintain and build on current cross-functional relationships to contribute to the delivery of insightful, actionable feedback to enhance tools and processes.