Product Support Manager (AdSense), Creator and Consumer Experience Operations, YouTube

Google•New York, NY

4d•$114,000 - $163,000

About The Position

The Support Operations organization collaborates with Product, Engineering, Vendor Operations, Scaled Comms, Business Technology, Data Science, and Legal to identify user pain points and improve YouTube’s support experience. The team develops user-centric support solutions, implements self-service tools and automated support workflows, and equips support agents with the knowledge, tools, and skills to provide high-quality service. In this role, you will develop end-to-end support solutions for YouTube’s paid user base and content creator ecosystem, modernizing creator journeys across AdSense products such as account approvals, account verifications, and forms of payment. The role oversees support experiences that enable creator growth, focusing on seamless account approvals, digital identity verification, and proactive policy education. You will identify friction in the monetization journey and address systemic bottlenecks through AI-driven and live-agent interactions.

Requirements

Bachelor’s degree or equivalent practical experience.
5 years of experience in technical project management or a customer-facing role.
Experience in support operations, driving B2B or B2C growth, the ad-tech industry, or consulting.
Experience with data analysis, data analytics, or quantitative analysis.

Nice To Haves

Strong understanding of the creator ecosystem and support operations best practices.
Ability to analyze results, identify trends, and find opportunities to improve user-facing outcomes.
Ability to influence, communicate, and drive change with cross-functional stakeholders at all levels of management.
Strong leadership, communication, and people skills.
Proven track record of developing and implementing successful user support strategies and influencing product solutions in a fast-paced, dynamic environment.
Exceptional business judgment to drive continuous improvement and own projects end-to-end.

Responsibilities

Increase creator satisfaction and reduce support case volumes by executing initiatives from the 2027 strategy, including cross-functional planning, establishing success criteria, and launching initiatives.
Prepare Creator Support Operations for new feature and policy launches by incorporating product information into the knowledge base, establishing automated workflows, creating agent training, and determining launch strategies.
Use AdSense product and creator experience understanding to inform the design and implementation of AI-enabled user journeys.
Gather and analyze operational and enablement data and creator feedback to identify immediate, short-term, and long-term opportunities to improve the AdSense experience.
Share recommendations based on quantitative and qualitative analysis with stakeholders such as Product, Marketing, and Engineering to improve the user experience.
Coordinate with cross-functional teams to identify and deploy solutions to critical user experience issues.