YouTube Product Support Manager, Ads and Ads Tube

Google • San Bruno, CA

20h • $141,000 - $204,000

About The Position

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 [https://careers.google.com/benefits/].

Requirements

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in a technical project management or a customer-facing role.

Nice To Haves

• 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.
• Understanding of the YouTube platform and a passion for helping creators.
• Excellent project management and Investigative skills to inform strategy development and implementation.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level