Youtube Product Support Manager, Shopping And Brand Deals

YouTube Product Support Manager, Shopping and Brand Deals

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.

The US base salary range for this full-time position is $141,000-$204,000 + 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.

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.

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.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.