AGBG Mid-market Offering Lead - Customer Service & Commerce
Job Description
Team: Business Development
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.
- 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.
- 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.
Requirements:
Benefits:
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Date Posted
06/04/2026
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