Product Support Manager, YouTube, Continuous Improvement

Company: Google
Location: Los Angeles
Posted on: April 23, 2025

Job Description:

Job LocationThis role may be located in one of the following campuses: San Bruno, CA, USA; Atlanta, GA, USA; New York, NY, USA; Los Angeles, CA, USA; or Playa Vista, CA.Minimum Qualifications

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Experience managing cross-functional initiatives with executive stakeholders.Preferred Qualifications
  • 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
  • Understanding of consumer behavior, user experience, agile measurement best practices, A/B testing, and process improvement.
  • Track record of developing and implementing successful consumer support pilots in a fast-paced, dynamic environment, either in a B2C company or at a consulting firm.
  • Ability to effectively influence, communicate and drive change with cross-functional stakeholders at all levels of management.
  • Exceptional business judgment and modeling, spreadsheet software and presentation software skills.About the JobThe 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 across YouTube TV, YouTube Music and Premium, as well as Shopping and Fan Funding with the goal of delivering experience while increasing growth and retention. We drive the implementation of self-service tools and automated support workflows, and we equip support agents with the knowledge, tools, and skills to provide high-quality service.In this role, you will oversee the development and implementation of agile methods for rapid piloting and scaling of new experiences across YouTube consumer journeys. You will possess a deep understanding of process improvement and best practices for designing pilots, A/B testing, and rapid test-and-learn. You will work cross-functionally, collaborating with vendor management, business technology, and data science teams to continuously design, implement, and scale rapid pilots. You will identify opportunities to drive consumer success and deeper engagement through improved onboarding, set-up, and ongoing education.Responsibilities
    • Develop framework and capabilities for launching high-velocity pilots to improve consumer journey design (e.g., agent workflows, call scripts, incentive design), with agile test-and-learn followed by implementation and scaling of findings.
    • Work with technology partners to design and integrate rapid piloting into current infrastructure and support workflows, and collaborate with vendor management to design, implement, run, and collect feedback on live pilots with third-party agents.
    • Work with data science colleagues to develop protocols for rapid test-and-learn.
    • Assess agent workflows and identify opportunities across horizontal journeys to prioritize for piloting.
    • Identify opportunities for deeper engagement with YouTube subscribers, including onboarding journeys and set-up (e.g., first 30-day plan), ongoing interactions, and continued education, with the goal of ensuring consumers successfully onboard and engage after sign-up.The US base salary range for this full-time position is $106,000-$156,000 + 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.Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.
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Keywords: Google, Irvine , Product Support Manager, YouTube, Continuous Improvement, Executive , Los Angeles, California