Google is hiring: Product Support Manager, Creator Support and Routing Strategy

About the job

In this role, as the Creator Support Journey and Routing Strategy PSM (Product Support Manager), you will optimize the end-to-end support experience for YouTube creators. You will design intelligent routing strategies and architect an efficient AI-to-human support model, leading cross-functional initiatives to implement new technologies and ensure a seamless, data-driven support journey.

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. We move at the speed of culture with a shared goal to show people the world.

The US base salary range for this full-time position is $137,000-$200,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that compensation details listed reflect base salary only and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Conduct in-depth analysis of current support processes and creator journeys to identify pain points.


• Design intelligent routing strategies and architect end-to-end creator support journeys, including the design and implementation of intelligent intake and intent/skills-based routing and escalation models.


• Define the human support framework by establishing agent skill profiles and specialized queues.


• Lead cross-functional projects with product, technology, and vendor teams to implement new support experiences and tool integrations.


• Establish continuous feedback loops and leverage data-driven insights to refine and optimize overall creator support experience, from AI to human resolution while collaborating with performance leads to define, track and analyze key metrics that measure strategic success and identify opportunities for improvement.

Minimum qualifications

• Bachelor’s degree or equivalent practical experience.


• 8 years of experience in a management consulting, customer experience, or customer operations role.

Preferred qualifications

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.


• 8 years of experience managing projects and working with analytics, focusing on Customer Experience Design.


• Experience in end-to-end Journey Design, Customer Journey Mapping, Service Blueprinting, and Workforce Strategy Design.


• Experience in advanced data analysis and methodologies.


• Understanding of CX technology stacks, including CRM, routing, and AI integration while developing and implementing automation and AI solutions for support.


• Ability to lead cross-functional projects and drive change.

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Google is an equal opportunity and affirmative action employer. We are committed to a workforce representative of our users, a culture of belonging, and 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, or any other basis protected by law. See also Google\'s EEO Policy and Know your rights: workplace discrimination is illegal.

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