Product Support Manager, Consumer Experience Operations, YouTube

3 weeks ago


San Bruno, California, United States YouTube Full time
About the Job

YouTube is seeking a highly skilled Product Support Manager to join our Consumer Experience Operations team. As a key member of our team, you will be responsible for developing and implementing consumer support solutions that drive business growth and improve the overall support experience for our users.

Our team 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. 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 designing new and existing technologies based on identified critical user journeys and experience design opportunities. You will help modernize YouTube's consumer support experience to improve issue resolution and drive business at a lower marginal cost. You will 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.

Key Responsibilities:
  • Design new and existing technologies based on identified critical user journeys and experience design opportunities.
  • Help modernize YouTube's consumer support experience to improve issue resolution and drive business at a lower marginal cost.
  • 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.

Requirements

To be successful in this role, you will need to have a deep understanding of consumer behavior and the influence of technologies, including the latest in telephony platforms, voice intelligence, and Generative AI. You will also need to have excellent leadership, people management, and communication skills, as well as the ability to influence and drive change with cross-functional stakeholders at all levels of management, including interacting with C-level executives.

Our ideal candidate will have a strong background in product support, consumer experience operations, or a related field, with a proven track record of developing and implementing successful consumer support strategies and solutions. You will also need to have excellent skills in business judgment, modeling, spreadsheet software, and presentation software.

We offer a competitive salary range of $132,000-$196,000, bonus, equity, and benefits. If you are a motivated and experienced professional looking to join a dynamic team, please submit your application.

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