YouTube Product Support Manager

In this role, you will work in the organization that will directly impact our AI support strategy and contribute to a thriving creator experience and ecosystem. By understanding the creator voice and demonstrating product expertise, you will provide the critical infrastructure to ensure creator and agent success. 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 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.

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.

The US base salary range for this full-time position is $114,000-$163,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Design and implement 12-18 month support journey maps and service blueprints to reimagine the creator experience.
• Scale support operations by defining agent skills, constructing automated workflows, and identifying signals to enable agentic AI for your product area.
• Drive support readiness across support touchpoints for launches.
• Build and maintain a comprehensive "journey fact pack" to identify systemic gaps and proactively advocate for product improvements that enhance the platform.
• Partner cross-functionally with Go-to-market (GTM), Product, Scaled Communications, and Engineering teams to coordinate operations readiness and ensure seamless support for new features.

Minimum qualifications:

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

Preferred qualifications:

• Experience working with Product and Engineering to provide user feedback and influence product roadmaps.
• Experience leading cross-functional projects.
• Understanding of the YouTube platform and the ability to support creators.
• Ability to drive continuous progress and own projects end-to-end.
• Excellent problem-solving and project management skills to inform strategy development and implementation.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: San Bruno, CA, USA; New York, NY, USA.