Product Support Manager, Consumer Experience Operations

2 days ago


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

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

Key Responsibilities:

  • Design and develop new technologies to improve issue resolution and drive business growth
  • Lead innovations by structuring, launching, and driving projects to inform critical decisions based on hypotheses and analysis of YouTube case data
  • 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:

  • Bachelor's degree or equivalent practical experience
  • 8 years of experience in a support operations, consumer support, or related field
  • Experience developing business strategies or managing cross-functional initiatives and working with executive stakeholders
  • Preferred qualifications: experience in telephony platforms, IVR design, voice intelligence, and Generative AI

What We Offer:

  • Competitive base salary range: $132,000-$196,000
  • Bonus, equity, and benefits
  • Opportunity to work with a dynamic team and contribute to the growth of YouTube's consumer support experience

About 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.



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