Creator Experience Lead, AI Support
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in product management, program management, consulting, or a client-facing role on a technical product.
- Experience in conversational AI design, prompt engineering, or designing evaluation sets for AI/ML models.
Preferred qualifications:
- Experience creating scalable frameworks or design patterns (systems-thinking).
- Experience translating complex user needs or business problems into clear, technical requirements for engineering teams.
- Proven ability to design and run data-driven experiments (e.g., A/B testing) to drive product optimization.
- Ability to navigate ambiguity and drive projects and issues to a clear conclusion.
- Excellent project and stakeholder management skills.
About the job
Fast-paced, dynamic, and proactive, the YouTube Creator Success team provides seamless, brilliant support to our content creators around the world. We 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 an AI experience. This relies on a team of strategic thinkers who architect the AI's conversational abilities and shape the strategy for its development. Your work in this organization will directly impact our AI support strategy and contribute to a thriving creator experience and ecosystem. By translating complex support journeys into clear AI blueprints and leading our experimentation process from start to finish, you will be the key contributor shaping the quality and effectiveness of our AI for our community.
The Creator AI Agent Product Support Manager (PSM) is the bridge between YouTube's content strategy expertise and our product teams, responsible for architecting the conversational abilities of a new generative AI agent designed to empower creator creativity. This role is distinct from our support-focused AI PSMs, shifting the objective from efficiently resolving issues to proactively inspiring creator growth and innovation. PSMs leverage their deep understanding of the creator journey and expertise in conversational design to build out AI-powered creative workflows, own the experimentation and quality validation process for strategic and creative guidance, partner with product teams to enhance the AI’s capabilities, and ensure our creators have a powerful new tool to grow their channels.
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.
Responsibilities
- Design and govern conversational frameworks, evaluation sets, and interaction patterns to guide AI in solving open-ended creative challenges rather than structured support tasks.
- Own the end-to-end validation cycle for creative capabilities, including prompt tuning and quality criteria. Assess the subjective strategic value of AI contributions beyond purely operational metrics.
- Oversee support communications for critical AI model changes and drive launch readiness by empowering teams with essential documentation, training, and product knowledge.
- Quantify and prioritize feedback on creative suggestions and prompt effectiveness. Partner with Product and Engineering to ensure the creator’s need for high-quality strategic advice is central to development.
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