Service Deliver Manager, Consumer Support, YouTube

Google•San Bruno, CA

21d•$136,000 - $196,000

About The Position

Changing, dynamic and proactive, the YouTube Global Operations team is dedicated to ensuring that YouTube can scale its growth. The team comprises sub teams including: Partner Development across Americas, EMEA and APAC, Support Solutions, Media and Platform Operations, and Global Vendor Operations. The Global Vendor Operations (GVO) organization oversees vendor operations for all of YouTube. These vendors provide support to all YouTube users -- Creators, Partners, Consumer Subscribers, Artists, and Media Companies. GVO's mission is to deliver excellent service to all these communities at optimal costs while protecting the YouTube platform from all risks. This position demands a high degree of cross-functional synergy with our global product stakeholders, with a primary focus on driving alignment with NA operations. To ensure seamless project delivery and real-time problem-solving, the successful candidate must demonstrate a flexible, "global-first" mindset. At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together. Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

Requirements

Bachelor's degree or equivalent practical experience.
7 years of experience analyzing data and generating business insights.
7 years of experience developing operational process solutions, and working with cross-functional teams to drive these changes.
7 years of experience in a customer or client-facing role supporting service-to-sale or business-to-consumer industries.

Nice To Haves

MBA or Master's degree in a related field or CSCMP certification.
7 years of experience using data analysis to drive decision making.
7 years of experience building relationships with stakeholders or clients.
Experience in data center equipment environments or computer component manufacturing.
Knowledge of SQL, analytics and Operations Six Sigma certification or other relevant operations coursework.
Excellent problem-solving skills with the ability to apply structured thinking and logic to your work and provide solutions to issues.

Responsibilities

Optimize the consumer support ecosystem by balancing unit cost efficiency with CSAT through an AI-first framework and predictive automation.
Transform the support organization into a growth catalyst by empowering vendors to drive subscription adoption, expansion, and customer lifetime value.
Translate support data into product improvements to resolve systemic friction at the source.
Lead the vendor lifecycle, from negotiation and governance to the onboarding of tech-forward partners for global, agile scalability.
Establish data-driven governance and real-time feedback loops to ensure global operational excellence and maintain a competitive advantage through AI trends.