Technical Product Manager, Support Systems, YouTube
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 7 years of experience in solution engineering or architecture and 5 years of experience managing internal or external partners or customers.
- 3 years of experience writing code in one or more programming languages (e.g., Python, Java).
- 2 years of experience in people management in product management or technical solutions delivery.
- Experience working with Artificial Intelligence/Machine Learning (AI/ML) teams or products (including Google and third-party applications).
- Experience managing product roadmaps, such as prioritization frameworks, jobs frameworks, empathy maps, product canvas, etc.
Preferred qualifications:
- Experience designing technology solutions to business needs and leading engineers to implement, test, launch, and land those solutions.
- 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 SQL to drive both business and technology decisions.
- Experience with design thinking, design sprints, or experiment creation methods.
- Experience with emerging Artificial Intelligence technologies and Machine Learning.
About the job
In this role, you will transform how viewers and creators find the support they need to enhance their YouTube experience. You will lead a team of Product Leads, significantly improving user experience across all facets of the YouTube Support ecosystem, delivering innovative solutions that empower our users and agents to create an exceptional support experience. You will identify opportunities to apply Artificial Intelligence (AI) and Machine Learning (ML) across the support lifecycle, from proactive issue prevention to personalized solutions and automated resolutions.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.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
- Structure and lead the design and development of products, identifing and advocate opportunities to incorporate Artificial Intelligence/Machine Learning (AI/ML) into product development to improve efficiency, accuracy, and user satisfaction.
- Develop and own the customer support product goals and translate it into a prioritized product backlog by direct roadmap, continuous prioritization, performing customer discovery, authoring product requirements, and breaking down work planning into epics and stories.
- Partner with Engineering teams in the creation of detailed systems design, ongoing delivery, ensuring that everything Google releases is tested, launched, communicated, and adopted effectively.
- Communicate with executive business partners and influence executive Business Technology leadership. Articulate the strategic value of AI/ML investments in customer support.
- Execute releases successfully by working with stakeholders to provide comprehensive documentation, training, troubleshooting, and support.
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