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.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: New York, NY, USA; Atlanta, GA, USA; Los Angeles, CA, USA; San Bruno, CA, USA.

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.

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. 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.

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. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the 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.

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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, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

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