This position is posted by Jobgether on behalf of a partner company. We are currently looking for an AGBG Mid-market Offering Lead – Customer Service & Commerce in India.
This is a strategic leadership role focused on defining and scaling AI-powered customer engagement solutions that transform how enterprises deliver service and commerce experiences. You will shape the vision, roadmap, and go-to-market strategy for next-generation customer service offerings across voice, digital, and conversational channels. The role sits at the intersection of product strategy, cloud technology, and AI innovation, with a strong emphasis on Google Cloud–based customer engagement ecosystems. You will collaborate with global stakeholders across sales, engineering, and delivery teams to build scalable, market-ready solutions that drive measurable business impact. This position requires strong thought leadership in customer experience transformation, including the use of generative AI and conversational platforms. You will play a key role in influencing enterprise adoption and positioning cutting-edge CX capabilities in a highly competitive market.
Accountabilities:
- Define and lead the end-to-end strategy and roadmap for AI-powered customer engagement and commerce solutions across service, support, and omnichannel experiences.
- Conduct market, customer, and competitive analysis to identify trends, use cases, and opportunities in customer service, contact center, and conversational AI domains.
- Develop and execute go-to-market strategies, including positioning, packaging, value propositions, pricing inputs, and launch plans.
- Act as a domain expert and thought leader, representing customer engagement solutions in client discussions, executive briefings, and industry forums.
- Partner with Google Cloud and ecosystem teams to align roadmaps and co-create innovative capabilities using CCAI, Vertex AI, Gemini, and related technologies.
- Support strategic sales pursuits by shaping opportunities, defining solutions, and contributing to proposals, demos, and client presentations.
- Track performance metrics such as adoption, pipeline impact, and time-to-value, using insights to continuously refine offerings and GTM strategy.
- Collaborate across global, cross-functional teams to ensure successful execution from concept through delivery and commercialization.
Requirements:
- 12+ years of experience in product management, product marketing, or solution leadership roles within customer service, contact center, or customer engagement domains.
- Strong expertise in customer service and contact center technologies, with familiarity in Google Cloud CX solutions (e.g., CCAI, GECX).
- Working knowledge of generative AI concepts and enterprise applications (e.g., Vertex AI, Gemini) in customer engagement use cases.
- Proven experience in end-to-end go-to-market execution, including product packaging, messaging, and launch management.
- Strong ability to lead through influence in global, matrixed organizations and collaborate across diverse stakeholder groups.
- Excellent strategic thinking, market analysis, and business case development skills.
- Strong executive communication and storytelling abilities, with experience engaging senior leadership and clients.
- Bachelor’s degree in a technical or business-related field; Master’s degree is a plus.
- Google Cloud certifications are a strong advantage.
Benefits:
- Opportunity to lead cutting-edge AI-driven customer experience and commerce transformation initiatives.
- Exposure to global-scale Google Cloud ecosystems and advanced generative AI technologies.
- Highly strategic role with ownership of product vision, roadmap, and go-to-market execution.
- Collaborative, global environment working with top-tier industry experts and cross-functional teams.
- Strong career growth potential within digital transformation, CX strategy, and AI innovation domains.
- Flexible and inclusive work culture with support for continuous learning and leadership development.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
#LI-CL1
