Product Support Manager, YouTube Music and Premium
- linkCopy link
- emailEmail a friend
This role may also be located in our Playa Vista, CA campus.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: New York, NY, USA; Atlanta, GA, USA; San Bruno, CA, USA; Los Angeles, CA, USA.Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a technical project management or a customer operations role with B2C or subscription services, consumer tech, or media experience.
Preferred qualifications:
- Experience in developing and implementing consumer support strategies and solutions in a fast-paced, dynamic environment either in a B2C company or at a consulting firm such as media/internet/e-commerce industries.
- Understanding of consumer behavior and user experience principles.
- Understanding of customer operations.
- Ability to effectively influence, communicate and drive change with cross-functional stakeholders at all levels of management.
- Excellent business acumen, modeling, spreadsheet software and presentation software skills.
- Excellent leadership, communication, and people management 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. We drive the implementation of self-service tools and automated support workflows, and equip support agents with the knowledge, tools and skills to provide high quality service.
In this role, you will be responsible for managing consumer support for YouTube Music and Premium and related subscription products, helping us to create a consumer experience for YouTube users. You will own the strategy and execution for consumer support for YouTube Music and Premium among YouTube’s complex, dynamic, highly collaborative cross-functional teams, including Product, Marketing, Vendor Operations, Business Technology, Product Activation, Scaled Support and Product Engineering. You will serve as the domain expert on your product portfolio, responsible for ensuring a seamless and positive experience for YouTube users and subscribers. You will have an understanding of customer operations, consumer behavior and front-line customer and agent engagement.
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.
The US base salary range for this full-time position is $110,000-$157,000 + 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
- Own the strategy and execution of customer support operations for YouTube Music and Premium and related subscription products.
- Collaborate with YouTube’s Consumer dynamic, fast-paced cross-functional team to ensure every user has an experience with YouTube subscription and paid products.
- Help to manage new product and feature launches, service interruptions, and seasonal dynamics and continuously research and analyze industry best practices and emerging trends in Business-to-Consumer (B2C) support and experience design.
- Maintain performance dashboards and surface critical insights for performance management and forecasting.
- Develop a strategy and roadmap for your product area that helps to inform and shape staffing, technology needs, and cross-functional execution.
Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google's Applicant and Candidate Privacy Policy.
Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.