Service Deliver Manager, Consumer Support, YouTube

About the Job

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $136000 - $197000 (USD) + 15% bonus target + bonus + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Optimize the consumer support ecosystem by balancing unit cost efficiency with CSAT through an AI-first framework and predictive automation.
• Transform the support organization into a growth catalyst by empowering vendors to drive subscription adoption, expansion, and customer lifetime value.
• Translate support data into product improvements to resolve systemic friction at the source.
• Lead the vendor lifecycle, from negotiation and governance to the onboarding of tech-forward partners for global, agile scalability.
• Establish data-driven governance and real-time feedback loops to ensure global operational excellence and maintain a competitive advantage through AI trends.

Qualifications

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 7 years of experience analyzing data and generating business insights.
  
• 7 years of experience developing operational process solutions, and working with cross-functional teams to drive these changes.
• 7 years of experience in a customer or client-facing role supporting service-to-sale or business-to-consumer industries.

Preferred qualifications:

• MBA or Master's degree in a related field or CSCMP certification.
  
• 7 years of experience using data analysis to drive decision making.
  
• 7 years of experience building relationships with stakeholders or clients.
  
• Experience in data center equipment environments or computer component manufacturing.
  
• Knowledge of SQL, analytics and Operations Six Sigma certification or other relevant operations coursework.
  
• Excellent problem-solving skills with the ability to apply structured thinking and logic to your work and provide solutions to challenges.