About the job

The Creator Success Operations organization is committed to providing exceptional support by building an exceptional Artificial Intelligence (AI) experience. This relies on a team of Product Support Managers designing and owning the end-to-end creator journey for creator issues and enabling the key work to achieve the goal.

In this role, you will directly impact the AI support strategy and contribute to a thriving creator experience and ecosystem, by understanding the creator voice and demonstrating deep 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 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. Learn more about benefits at Google.

Responsibilities

• Design 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.

• Scale operations by defining agent skills and constructing automated workflows to enable agentic AI. Contextualize golden responses for AI platforms to ensure creators receive accurate, efficient resolutions.

• Drive support readiness across touchpoints for complex 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. Strategically integrate new capabilities into AI agent frameworks to maintain an exceptional support journey.

• Synthesize feedback to drive alignment on product recommendations. Track metrics like creator satisfaction (NSS) and AI containment to influence the roadmap and resolve systemic friction.

Minimum qualifications

• Bachelor’s degree or equivalent practical experience.

• 8 years of experience in a technical project management or a customer-facing role.

Preferred qualifications

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

• Experience working with Product and Engineering to provide user feedback and influence product roadmap.

• Experience leading cross-functional projects with Product, Engineering and Analytics team.