Technical Product Lead, Support Systems, YouTube
About The Position
As a Product Lead in Support Systems, you'll transform how viewers and creators find the support they need to enhance their YouTube experience. You will directly contribute to significantly improving user experience across all facets of the YouTube Support ecosystem, delivering innovative solutions that empower our users and agents to create a support experience. In this role you will be leveraging the power of Artificial Intelligence (AI) to fundamentally reshape our support systems and dramatically improve user experiences. You will identify opportunities to apply AI across the support life-cycle, from proactive issue prevention to personalized solutions to Applied AI for Insights and automated resolutions. You'll serve as an expert on our key Customer Support Platform Systems. You will partner with Support Systems engineers and technical operations team members to craft platform strategy, develop long-term roadmaps infused with AI capabilities, and unlock insights that shape YouTube's user-centric evolution. Your technical prowess and product mindset will ensure seamless integration of stakeholder needs and innovation that unlocks significant business value. You will inspire your team to establish best practices, drive scalability, and deliver reliable, AI-powered outcomes in this environment. 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.
Requirements
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in system design or any one of the programming language (e.g., Java, Python, Javascript, SQL).
- 5 years of experience in technical troubleshooting, and leadership experience in product management or technical solutions delivery.
- Experience with artificial intelligence technologies such as: Applied AI, Conversational Agents, Agentic AI.
- Experience in product management, managing product roadmaps with a focus on Artificial Intelligence software products and technologies.
Nice To Haves
- 9 years of experience in systems design, product management, or software engineering roles.
- Experience working with AI teams or products (including Google and third party applications).
- Experience integrating internal systems and defining data architecture for consuming and exposing data from a range of sources to end users.
- Experience drawing insights from large data sets using AI to drive both business and technology decisions.
- Experience with design thinking, design sprints, or experiment creation methods.
Responsibilities
- Lead the design of products empowering YouTube’s business organization, aligning with stakeholders and engineering to address business goals.
- Identify and advocate opportunities to incorporate AI for improved efficiency and user satisfaction.
- Develop and own the Customer Support product goals and translate it into a prioritized product backlog. This includes roadmapping, continuous prioritization, performing customer discovery, authoring product requirements, and breaking down work planning into epics and stories.
- Prioritize features and initiatives that leverage AI to create innovative solutions.
- Collect and analyze data to inform decisions, and communicate insights to build consensus across cross-functional teams.
- Communicate with executive business partners and influence executive Business Technology leadership.
- Articulate the value of AI investments in Customer Support.
- Land releases successfully by working with stakeholders to provide comprehensive communication, documentation, training, troubleshooting, and support.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
