Manager, Creator Success Operations

Google LLC•New York, NY

34d•$137,000 - $200,000

About The Position

YouTube's user base is growing and changing, presenting unique issues and opportunities to support over a billion monthly users globally. Fluid, dynamic, and proactive, the YouTube Creator Success team provides seamless, brilliant support to our content creators around the world. The Creator Success Operations organization is committed to providing exceptional support by building AI experience. This relies on a team of Creator Experience Leads, designing and owning the end-to-end creator journey for creator issues and enabling the key work to achieve our goal. In this role, your work in this organization will directly impact our ability to support creators, specifically in channel management and channel strategy journeys, as well as lead, manage and coach a team of high-performing Creator Experience Leads. The Manager of the YouTube Channel Management and Strategy team will be at the forefront of transforming the YouTube experience for millions of creators worldwide. This role requires exceptional people leadership skills, cross-functional leadership and collaboration, and experience in designing and deploying scalable and digital first support solutions.You and your team will develop 12-18 month goals and strategies for specific creator journeys, pinpointing creator pain points and overseeing the implementation of solutions across all support channels, including human and AI interactions. You will be a people-first leader and change agent capable of reimagining the creator experience and building new operational realities. You will enhance AI-first scalable support for core creator journeys and streamline workflows for creator success. You will communicate goals and progress to executive stakeholders and effectively attract, manage and retain talent is essential. Google creates products and services that make the world a better place, and gTech's role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers' complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products. To learn more about gTech, check out our video.

Requirements

Bachelor's degree or equivalent practical experience.
8 years of experience in operations, customer care, product support, management consulting, or corporate strategy roles.
Experience influencing stakeholders across organizational lines and borders.
Experience in building, leading, and executing with cross-functional teams.
Experience in people management.

Nice To Haves

Experience in operationalizing AI capabilities within a support environment, including deployment, maintenance, and data governance.
Ability to design and conduct e2e support journey mapping across multi-channel environments, systematically identifying friction points and optimization opportunities.
Excellent data-driven decision-maker with strong investigative skills to translate data into actionable insights, in order to formulate recommendations and prioritize opportunities.

Responsibilities

Lead the creator experience cross-functional team, crafting 12-18 month experience goals and strategy. Identify pain points, optimize channels, and drive execution across all support surfaces and handlers (human and AI).
Ensure 360-degree launch readiness and closely monitor ongoing KPIs to deliver success. You will set clear goals, communicate progress, and ensure the success of direct reports.
Focus on continuously improving AI-first scalable support for foundational journeys like YouTube Studio, AdSense, Creator Awards, Performance, and Analytics.
Lead as a change agent to deliver a reimagined creator experience, challenging existing methods and building a new reality. Communicate the goal and progress to executive audiences to drive decisive action and support while coaching and retaining talent.

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