Product Support Manager, YouTube, Journeys, Blueprint

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 8 years of experience in a management consulting, customer experience, or customer operations role.
• Experience in managing cross-functional initiatives with executive stakeholders.

Preferred qualifications:

• 8 years of experience in managing projects with analytics, software coding, or customer-side web technologies.
• 3 years of experience in a technical leadership role with or without direct reports.
• Experience in developing and implementing successful consumer support and business strategies and solutions in a changing environment either in a Business-to-Consumer (B2C) company or at a consulting firm in Media/Internet/E-commerce industries.
• Experience in interacting with executives with the ability to collaborate, communicate and motivate change with cross-functional stakeholders at all levels of management.
• Knowledge of consumer behavior, user experience, and journey measurement.

The Consumer Experience Operations organization collaborates with cross-functional teams, including Product, Engineering, Vendor Operations, Marketing, Data Science and Legal, to identify and address user issues and improve the overall support experience. Our team is developing support solutions that address the evolving needs of YouTube's user base across NFL Sunday Ticket, YouTube TV, and YouTube Music and Premium, as well as Shopping and Fan Funding with the goal of delivering a quality experience while increasing growth and retention.

In this role, you will possess an understanding of consumer behavior and best practices for journey measurement and design. You will design and measure consumer journeys and will be skilled in the consumer media landscape.

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 $132,000-$196,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. 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.

• Develop a blueprint for YouTube (i.e., mapping of measurements at different stages of the consumer journey) to monitor and assess customer satisfaction at all interaction points across their experience.
• Assess current experience measurement capabilities (e.g., Customer Satisfaction (CSAT), New Products and Solutions (NPS)), identify journey measurement gaps, and explore ways to expand measurement capabilities.
  
• Leverage existing measures of experience including existing NPS surveys, operational metrics, sentiment analysis to understand motivators of satisfaction and identify critical moments of friction that impact experience.
• Design, pilot, and implement new methods to assess experience across YouTube consumer journeys.
• Understand the engaged landscape for consumer media and understand what's quality journeys and experience look like and use quantitative insights and storytelling to tell an integrated “case for change” for developing consumer experience.