Product Support Manager, Consumer Experience Operations, YouTube at YouTube
San Bruno, CA 94066
About the Job
Minimum qualifications:Bachelor’s degree or equivalent practical experience.8 years of experience in a support operations, consumer support or a related field.Experience developing business strategies or managing cross-functional initiatives and working with executive stakeholdersPreferred qualifications:Experience in telephony platforms, IVR design, voice intelligence and Generative AI.Understanding of consumer behavior/user experience principles.Proven track record of developing and implementing successful consumer support strategies and solutions in a fluid, dynamic environment – either in a B2C company or at a consulting firm in media / internet / ecommerce industries.Excellent skills in business judgment, modeling, spreadsheet software and presentation software.Excellent leadership, people management and communication skills and ability to influence drive change with cross-functional stakeholders at all levels of management, including interacting with C-level executives
About the job The Consumer Experience Operations organization collaborates with cross-functional teams, including Product, Engineering, Vendor Operations, Marketing, Data Science and Legal, to identify and address user pain points and improve the overall support experience
Our team is tasked with developing innovative and user-centric support solutions that address the evolving needs of YouTube's user base
We drive the implementation of self-service tools and automated support workflows, and equip support agents with the knowledge, tools and skills to provide high quality service.In this role, you will be responsible for developing consumer support solutions for our paid user base
You will be responsible for the modernization of YouTube's still-nascent consumer journeys - which help prospects and subscribers to NFL Sunday Ticket, YouTube TV, YouTube Music and Premium, and viewers engaging in Shopping and Fan Funding on YouTube
You will oversee the development and implementation of new consumer experiences focused primarily on user and agent technologies to ensure positive experience for all YouTube users and subscribers
You will possess a deep and current understanding of consumer behavior and the influence of technologies, including the latest in telephony platforms, voice intelligence, and Generative AI, and to build capabilities at YouTube.At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories
We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process
Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world
We explore new ideas, solve real problems, and have fun — and we do it all together.The US base salary range for this full-time position is $132,000-$196,000 + bonus + equity + benefits
Our salary ranges are determined by role, level, and location
The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations
Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training
Your recruiter can share more about the specific salary range for your preferred location during the hiring process
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits
Learn more about benefits at Google
Responsibilities Design new and existing technologies, based on identified critical user journeys and experience design opportunities.Help to modernize YouTube’s consumer support experience to improve issue resolution and drive business, at a lower marginal cost (e.g.,through tooling improvements such as incorporating Artificial Intelligence (AI)-driven intelligence into our operations).Lead innovations by structuring, launching, and driving projects to inform critical decisions based on hypotheses and subsequent analysis of YouTube case data, business drivers and operating metrics.Develop and maintain a long-term strategic roadmap that informs the next horizon of technology needs.Research and analyze industry best practices and emerging trends in B2C support and experience design.This role may also be located in our Playa Vista, CA campus.
About the job The Consumer Experience Operations organization collaborates with cross-functional teams, including Product, Engineering, Vendor Operations, Marketing, Data Science and Legal, to identify and address user pain points and improve the overall support experience
Our team is tasked with developing innovative and user-centric support solutions that address the evolving needs of YouTube's user base
We drive the implementation of self-service tools and automated support workflows, and equip support agents with the knowledge, tools and skills to provide high quality service.In this role, you will be responsible for developing consumer support solutions for our paid user base
You will be responsible for the modernization of YouTube's still-nascent consumer journeys - which help prospects and subscribers to NFL Sunday Ticket, YouTube TV, YouTube Music and Premium, and viewers engaging in Shopping and Fan Funding on YouTube
You will oversee the development and implementation of new consumer experiences focused primarily on user and agent technologies to ensure positive experience for all YouTube users and subscribers
You will possess a deep and current understanding of consumer behavior and the influence of technologies, including the latest in telephony platforms, voice intelligence, and Generative AI, and to build capabilities at YouTube.At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories
We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process
Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world
We explore new ideas, solve real problems, and have fun — and we do it all together.The US base salary range for this full-time position is $132,000-$196,000 + bonus + equity + benefits
Our salary ranges are determined by role, level, and location
The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations
Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training
Your recruiter can share more about the specific salary range for your preferred location during the hiring process
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits
Learn more about benefits at Google
Responsibilities Design new and existing technologies, based on identified critical user journeys and experience design opportunities.Help to modernize YouTube’s consumer support experience to improve issue resolution and drive business, at a lower marginal cost (e.g.,through tooling improvements such as incorporating Artificial Intelligence (AI)-driven intelligence into our operations).Lead innovations by structuring, launching, and driving projects to inform critical decisions based on hypotheses and subsequent analysis of YouTube case data, business drivers and operating metrics.Develop and maintain a long-term strategic roadmap that informs the next horizon of technology needs.Research and analyze industry best practices and emerging trends in B2C support and experience design.This role may also be located in our Playa Vista, CA campus.
