Manager, Consumer Experience Strategy, YouTube GTM Operations
Google Inc., New York, NY, United States
Manager, Consumer Experience Strategy, YouTube GTM Operations
Location: San Bruno, CA, USA; New York, NY, USA; Los Angeles, CA, USA. This role may also be located in our Playa Vista, CA campus.
Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Choice of preferred working location will be taken into account: San Bruno, CA; New York, NY; Los Angeles, CA.
Required Qualifications
Bachelor's degree in a business or quantitative discipline (e.g., Business Administration, Statistics, Economics, Mathematics, Physics) or equivalent practical experience.
6 years of experience in professional services (consulting, investment banking) or a corporate strategy role.
4 years of experience working with executive stakeholders.
Experience experimenting with AI/ML tools (e.g., LLMs, prompt engineering, or workflow automation) to solve operational problems.
Experience in consumer support operations in a Business‑to‑Business or Business‑to‑Consumer company.
Preferred Qualifications
Advanced degree in a related field (e.g., MBA).
Experience driving digital or AI transformations, navigating from ambiguous problem‑spaces to scaled operational delivery.
Experience in consumer support operations in a Business‑to‑Consumer (B2C) company or consulting firm.
Experience in consumer internet and media industries.
Familiarity with support operations metrics, such as containment rate, cost per contact, or customer satisfaction, and the ability to connect AI initiatives to measurable business outcomes.
Exceptional business judgment and excellent financial modeling, spreadsheet software, and presentation software skills.
About the Job As a member of the Operations Strategy team, you will innovate our service models for YouTube’s Operations—including creator support, consumer support, and partner engineering—to optimize impact and resource efficiency. Your responsibilities include defining and building alignment on strategy, setting measures of success, identifying critical initiatives, introducing new AI‑first technologies, enabling change management with frontline teams, tracking adoption metrics, and developing pilots to test new frontline models. You will have deep strategic, operational, and problem‑solving skills, a pragmatic sense of how to get things done, and drive change across a global organization.
You will lead YouTube's AI‑first transformation of Consumer Experience Operations, redefining how subscribers to NFL Sunday Ticket, YouTube TV, YouTube Music and Premium, and viewers engaged in Shopping and Fan Funding receive support service and sales motions at scale. As a strategic thinker, you will look ahead at the 12‑to‑18‑month landscape to uncover disruptive breakthroughs and architect the path to operational capabilities. You will oversee initiatives that launch major leaps forward in impact and scale efficiency, specifically by driving AI transformation and piloting emerging agentic capabilities to redefine the consumer support journey. You will work across Business and Product teams to develop answers to critical problems, set the strategy, analyze data to prioritize levers to achieve it, develop those innovations, land the new ways of working, and interact with key stakeholders, Vice President‑level executives, and cross‑functional leaders as you drive alignment. You will be an integral part of the GTM team, investing to further build our community and acting as a culture carrier for the team.
The US base salary range for this full‑time position is $153,000–$222,000 plus bonus, equity, and benefits. Salary determination is based on role, level, and location, as well as job‑related skills, experience, and relevant education or training. Your recruiter can provide more detail about the specific salary range for your preferred location during the hiring process.
Responsibilities
Define the 12‑to‑18‑month landscape, determining how best to address consumer support’s biggest opportunities and uncover the next major value growth accelerators.
Lead the AI transformation of sales and support channels, developing forward‑looking roadmaps for agentic capabilities that optimize for resolution, deep personalization, and customer lifetime value.
Act as an AI power user and internal disruptor, proactively identifying and overhauling operational bottlenecks and legacy workflows to transform how we work and deliver services.
Structure, launch and drive workstreams from a "30,000‑foot" strategy down to execution—developing hypotheses, translating them into work plans, conducting analysis including YouTube case data, business drivers and operating metrics, and extracting the right insights and implications.
Equal Employment Opportunity Statement 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 and related resources.
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Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Choice of preferred working location will be taken into account: San Bruno, CA; New York, NY; Los Angeles, CA.
Required Qualifications
Bachelor's degree in a business or quantitative discipline (e.g., Business Administration, Statistics, Economics, Mathematics, Physics) or equivalent practical experience.
6 years of experience in professional services (consulting, investment banking) or a corporate strategy role.
4 years of experience working with executive stakeholders.
Experience experimenting with AI/ML tools (e.g., LLMs, prompt engineering, or workflow automation) to solve operational problems.
Experience in consumer support operations in a Business‑to‑Business or Business‑to‑Consumer company.
Preferred Qualifications
Advanced degree in a related field (e.g., MBA).
Experience driving digital or AI transformations, navigating from ambiguous problem‑spaces to scaled operational delivery.
Experience in consumer support operations in a Business‑to‑Consumer (B2C) company or consulting firm.
Experience in consumer internet and media industries.
Familiarity with support operations metrics, such as containment rate, cost per contact, or customer satisfaction, and the ability to connect AI initiatives to measurable business outcomes.
Exceptional business judgment and excellent financial modeling, spreadsheet software, and presentation software skills.
About the Job As a member of the Operations Strategy team, you will innovate our service models for YouTube’s Operations—including creator support, consumer support, and partner engineering—to optimize impact and resource efficiency. Your responsibilities include defining and building alignment on strategy, setting measures of success, identifying critical initiatives, introducing new AI‑first technologies, enabling change management with frontline teams, tracking adoption metrics, and developing pilots to test new frontline models. You will have deep strategic, operational, and problem‑solving skills, a pragmatic sense of how to get things done, and drive change across a global organization.
You will lead YouTube's AI‑first transformation of Consumer Experience Operations, redefining how subscribers to NFL Sunday Ticket, YouTube TV, YouTube Music and Premium, and viewers engaged in Shopping and Fan Funding receive support service and sales motions at scale. As a strategic thinker, you will look ahead at the 12‑to‑18‑month landscape to uncover disruptive breakthroughs and architect the path to operational capabilities. You will oversee initiatives that launch major leaps forward in impact and scale efficiency, specifically by driving AI transformation and piloting emerging agentic capabilities to redefine the consumer support journey. You will work across Business and Product teams to develop answers to critical problems, set the strategy, analyze data to prioritize levers to achieve it, develop those innovations, land the new ways of working, and interact with key stakeholders, Vice President‑level executives, and cross‑functional leaders as you drive alignment. You will be an integral part of the GTM team, investing to further build our community and acting as a culture carrier for the team.
The US base salary range for this full‑time position is $153,000–$222,000 plus bonus, equity, and benefits. Salary determination is based on role, level, and location, as well as job‑related skills, experience, and relevant education or training. Your recruiter can provide more detail about the specific salary range for your preferred location during the hiring process.
Responsibilities
Define the 12‑to‑18‑month landscape, determining how best to address consumer support’s biggest opportunities and uncover the next major value growth accelerators.
Lead the AI transformation of sales and support channels, developing forward‑looking roadmaps for agentic capabilities that optimize for resolution, deep personalization, and customer lifetime value.
Act as an AI power user and internal disruptor, proactively identifying and overhauling operational bottlenecks and legacy workflows to transform how we work and deliver services.
Structure, launch and drive workstreams from a "30,000‑foot" strategy down to execution—developing hypotheses, translating them into work plans, conducting analysis including YouTube case data, business drivers and operating metrics, and extracting the right insights and implications.
Equal Employment Opportunity Statement 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 and related resources.
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