Product Support Manager

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Experience managing cross-functional initiatives with executive stakeholders.

Preferred qualifications:

• 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
• Understanding of consumer behavior, user experience, agile measurement best practices, A/B testing, and process improvement.
• Track record of developing and implementing successful consumer support pilots in a fast-paced, dynamic environment, either in a B2C company or at a consulting firm.
• Ability to effectively influence, communicate and drive change with cross-functional stakeholders at all levels of management.
• Exceptional business judgment and modeling, spreadsheet software and presentation software skills.

About the job

The Consumer Experience Operations organization collaborates with cross-functional teams, including Product, Engineering, Vendor Operations, Marketing, Data Science and Legal, to identify and address user pain points and improve the overall support experience. Our team is tasked with developing innovative and user-centric support solutions that address the evolving needs of YouTube's user base across YouTube TV, and YouTube Music and Premium, as well as Shopping and Fan Funding with the goal of delivering experience while increasing growth and retention. We drive the implementation of self-service tools and automated support workflows, and we equip support agents with the knowledge, tools and skills to provide high quality service.

In this role, you will oversee the development and implementation of agile methods for rapid piloting and scaling of new experiences across YouTube consumer journeys. You will possess a deep understanding of process improvement and best practices for designing pilots, A/B testing, and rapid test-and-learn. They will work cross-functionally, collaborating with vendor management, business technology, and data science teams to continuously design, implement, and scale rapid pilots. And they will identify opportunities to drive consumer success and deeper engagement through improved onboarding, set-up, and ongoing education. 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.

Responsibilities

• Develop framework and capabilities for launching high-velocity pilots to improve consumer journey design (e.g., agent workflows, call scripts, incentive design), with agile test-and-learn followed by implementation and scaling of findings.
• Work with technology partners to design and integrate rapid piloting into current infrastructure and support workflows, and collaborate with vendor management to design, implement, run, and collect feedback on live pilots with third-party agents.
• Work with data science colleagues to develop protocols for rapid test-and-learn.
• Assess agent workflows and identify opportunities across horizontal journeys to prioritize for piloting.
• Identify opportunities for deeper engagement with YouTube subscribers, including onboarding journeys and set-up (e.g., first 30 day plan), ongoing interactions, and continued education, with the goal of ensuring consumers successfully onboard and engage after sign-up.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.