Manager, Consumer Experience Strategy, YouTube GTM Operations

Google • San Bruno, CA

9h • $153,000 - $222,000

About The Position

As a part of the Operations Strategy team, you will be responsible for innovating our service models for YouTube’s Operations, including creator support, consumer support, and partner engineering to optimize impact and resource efficiency, which includes defining and building alignment on strategy, setting measures of success, identifying critical initiatives, introducing new AI-first technologies, enabling change management with frontline teams, tracking adoption metrics, and developing pilots to test new frontline models. You will have deep strategic, operational, problem-solving skills with a pragmatic sense of how to get things done and drive change across a global organization.

You will lead YouTube's AI-first transformation of Consumer Experience Operations, redefining how subscribers to NFL Sunday Ticket, YouTube TV, YouTube Music and Premium, and viewers engaged in Shopping and Fan Funding receive support service and sales motions at scale. As a strategic thinker, you will look ahead at the 12 to 18-month landscape to uncover disruptive breakthroughs, the architect's path to operational capabilities. You will oversee initiatives that launch major leaps forward in impact, scale efficiency, specifically by driving AI transformation and piloting emerging agentic capabilities to redefine the consumer support journey. You will work across Business and Product teams to develop answers to critical problems, set the strategy, analyze data to prioritize levers to achieve it, develop those innovations, land the new ways of working. You will interact with key stakeholders, Vice President (VP) level executives and cross-functional leaders as you drive alignment. You will be an integral part of the GTM team, investing to further build our community and being a culture-carrier for the team.The US base salary range for this full-time position is $153,000-$222,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. 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 [https://careers.google.com/benefits/].

Requirements

• Bachelor's degree in a business or quantitative discipline (e.g., Business Administration, Statistics, Economics, Mathematics, Physics) or equivalent practical experience.
• 6 years of experience in professional services (consulting, investment banking) or a corporate strategy role.
• 4 years of experience working with executive stakeholders.
• Experience experimenting with AI/ML tools (e.g., LLMs, prompt engineering, or workflow automation) to solve operational problems.
• Experience in consumer support operations in a Business-to-Business or Business-to-Consumer company.

Nice To Haves

• Advanced degree in a related field (e.g., MBA).
• Experience driving digital or AI transformations, navigating from ambiguous problem-spaces to scaled operational delivery.
• Experience in consumer support operations in a Business-to-Consumer (B2C) company or consulting firm.
• Experience in consumer internet and media industries.
• Familiarity with support operations metrics, such as containment rate, cost per contact, or customer satisfaction and the ability to connect AI initiatives to measurable business outcomes.
• Exceptional business judgment and excellent financial modeling, spreadsheet software, and presentation software skills.

Responsibilities

• Define the 12 to 18 month landscape, determining how best to address consumer support’s biggest opportunities and uncover the next major value growth accelerators.
• Lead the AI transformation of sales and support channels, developing forward-looking roadmaps for agentic capabilities that optimize for resolution, deep personalization, and customer lifetime value.
• Act as an AI power user and internal disruptor, proactively identifying and overhauling operational bottlenecks and legacy workflows to transform how we work and deliver services.
• Structure, launch and drive workstreams from a "30,000-foot" strategy down to execution, developing hypotheses; translating them into work plans, conducting analysis including YouTube case data, business drivers and operating metrics, and extracting the right insights and implications.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager