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Product Support Manager, YouTube, Journeys, Blueprint

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Google

Jan 21

Applications are closed

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • New York

Requirements

  • Minimum qualifications:
  • Bachelor’s degree or equivalent practical experience.
  • 8 years of experience in a management consulting, customer experience, or customer operations role.
  • Experience in managing cross-functional initiatives with executive stakeholders.
  • Preferred qualifications:
  • 8 years of experience in managing projects with analytics, software coding, or customer-side web technologies.
  • 3 years of experience in a technical leadership role with or without direct reports.
  • Experience in developing and implementing successful consumer support and business strategies and solutions in a changing environment either in a Business-to-Consumer (B2C) company or at a consulting firm in Media/Internet/E-commerce industries.
  • Experience in interacting with executives with the ability to collaborate, communicate and motivate change with cross-functional stakeholders at all levels of management.
  • Knowledge of consumer behavior, user experience, and journey measurement.

Responsibilities

  • Develop a blueprint for YouTube (i.e., mapping of measurements at different stages of the consumer journey) to monitor and assess customer satisfaction at all interaction points across their experience.
  • Assess current experience measurement capabilities (e.g., Customer Satisfaction (CSAT), New Products and Solutions (NPS)), identify journey measurement gaps, and explore ways to expand measurement capabilities.
  • Leverage existing measures of experience including existing NPS surveys, operational metrics, sentiment analysis to understand motivators of satisfaction and identify critical moments of friction that impact experience.
  • Design, pilot, and implement new methods to assess experience across YouTube consumer journeys.
  • Understand the engaged landscape for consumer media and understand what's quality journeys and experience look like and use quantitative insights and storytelling to tell an integrated “case for change” for developing consumer experience.

FAQs

What is the primary responsibility of the Product Support Manager for YouTube?

The primary responsibility is to develop and implement strategies to improve customer experience across YouTube's platforms by assessing and enhancing consumer journeys and satisfaction measurement.

What qualifications are required for this position?

A bachelor's degree or equivalent practical experience is required, along with 8 years of experience in management consulting, customer experience, or customer operations.

What are some preferred qualifications for this role?

Preferred qualifications include experience with analytics, software coding, managing projects, technical leadership, and expertise in consumer behavior and journey measurement, especially within B2C companies or consulting firms in Media/Internet/E-commerce industries.

What locations are available for this position?

The position can be located in San Bruno, CA; Atlanta, GA; New York, NY; or Los Angeles, CA.

Is there a focus on cross-functional collaboration in this role?

Yes, the role emphasizes collaboration with cross-functional teams, including Product, Engineering, Vendor Operations, Marketing, Data Science, and Legal.

What is the expected salary range for this position?

The expected salary range for this position is $132,000 to $196,000, in addition to a bonus, equity, and benefits.

Will I be required to interact with executives in this role?

Yes, the role involves interacting with executives and requires strong collaboration, communication skills, and the ability to motivate change among cross-functional stakeholders.

What kind of methods might I design or implement in this role?

You will design, pilot, and implement new methods to assess consumer experience across YouTube's consumer journeys, utilizing existing metrics and exploring new measurement capabilities.

Are there opportunities for professional growth in this role?

Yes, this role offers opportunities for professional growth, particularly in designing and implementing consumer support strategies and collaborating with various teams to drive positive changes in user experience.

How does Google support diversity and inclusion in the workplace?

Google is committed to equal employment opportunity and considers applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, disability, gender identity, or Veteran status, fostering an inclusive workplace environment.

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Google

Technology
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10,001+
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1998
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