Product Support Manager, YouTube Hijacking

Google • San Bruno, CA

17h • $141,000 - $204,000

About The Position

YouTube's user base is growing and changing, presenting unique issues and opportunities to support over a billion monthly users globally. Changing, dynamic, and proactive, the YouTube Creator Success team provides seamless, brilliant support to our content creators around the world. Our goal is to ensure millions of creators and partners have easy access to comprehensive support when and where they need it—a mission we are increasingly scaling through our AI agent—and to allow our creators’ voices to help shape product solutions. The Creator Success Operations organization is committed to providing exceptional support by building a world-class AI experience. This relies on a team of Product Support Managers designing and owning the end to end creator journey for creator issues and enabling the key work to achieve our goals. Your work in this organization will directly impact our AI support strategy and contribute to a thriving creator experience and ecosystem. By understanding the creator voice and demonstrating deep product expertise, you will provide the critical infrastructure to ensure creator and agent success. In this role, you will be a dedicated expert responsible for architecting and implementing the end-to-end support strategy for critical YouTube product areas. You will design, build, and optimize high-impact support journeys including AI-powered workflows, automated "Golden Responses," and comprehensive service blueprints to deliver seamless resolutions for creators and enable the success of our AI-first support strategy. You will possess product expertise and a passion for the creator experience, with an ability to lead cross-functional launches and projects. 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 [https://www.youtube.com/watch?v=HcjR6ZngQcw].

Requirements

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in technical project management or a customer-facing role.

Nice To Haves

• Experience with the YouTube platform and helping creators.
• Experience working with product and engineering teams to provide user feedback and influence product roadmaps.
• Experience with analytics to inform strategy development and implementation.
• Experience with project management and leading cross-functional projects.
• Experience taking initiative to drive continuous progress and manage projects.
• Excellent written and verbal communication skills.

Responsibilities

• Design and implement 12-18 month support journey maps and service blueprints to reimagine the creator experience, building a "journey fact pack" to identify gaps and advocate for product improvements.
• Scale support operations by defining agent skills, constructing automated workflows, identifying signals to enable agentic Artificial Intelligence (AI), and contextualizing responses to ensure creators receive resolutions.
• Drive support readiness across touchpoints for launches by partnering with Go-To-Market (GTM), Product, Scaled Communications, and Engineering teams to coordinate operations and ensure support for new features.
• Govern support experience by refining AI logic through continuous prompt-tuning and calibration, driving the integration of new capabilities into AI frameworks to maintain the support journey.
• Synthesize feedback across support channels to drive cross-functional alignment on targeted recommendations, tracking metrics such as creator satisfaction and AI containment rates to influence the product roadmap.

What This Job Offers

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