YouTube Product Support Manager, Shopping and Brand Deals

About the Job

The Creator Success Operations organization is committed to providing exceptional support by building the AI experience. This relies on a team of Product Support Managers designing and owning the creator journey for creator issues and enabling the key work to achieve our direction. Your work in this organization will directly impact our AI support strategy and contribute to a growing creator experience and ecosystem. By understanding the creator perspective and demonstrating product expertise, you will provide the critical infrastructure to ensure creator and agent success.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 the support journey maps and service blueprints to reimagine creator experiences. Build a "journey fact pack" to identify systemic gaps and advocate for product improvements that enhance platform health.
• Expand the operations by defining agent skills and constructing automated workflows to enable agentic AI. Contextualize "Golden Responses" for AI platforms to ensure creators receive resolutions.
• Drive support readiness across touchpoints for the product launches. Partner with GTM, Product, and Engineering teams to coordinate operational readiness, ensuring seamless support for new features.
• Govern support accuracy by refining AI logic through continuous prompt-tuning and calibration. Integrate new capabilities into AI agent frameworks to maintain an excellent support journey.
• Synthesize feedback to drive alignment on product recommendations. Track metrics like creator satisfaction and AI containment to influence the road map and resolve systemic friction.

Qualifications

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 8 years of experience in a technical project management or a customer-facing role.
  

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• Experience working with Product and Engineering to provide user feedback and influence product road map.
• Experience leading cross-functional projects with product, engineering and analytics team and excellent project management skills.
• Understanding of the YouTube platform and a passion for helping creators.
• Excellent problem-solving skills to inform strategy development and implementation.