Product Support Manager, YouTube Consumer Experience Operations, Retention

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience
• 5 years of experience in a technical project management or a customer-facing role in consulting, consumer technology, media, or E-Commerce industries
• Experience working on topics including sales or retention strategy (Business-to-Consumer or digital-led), go-to-market, or frontline capability building

Preferred qualifications:

• Strong understanding of consumer behavior, user experience, and sales operations best practices
  
• Excellent ability to effectively influence, communicate and drive change with cross-functional stakeholders at all levels of management
  
• Exceptional business judgment and excellent modeling, spreadsheet software and presentation software skills
• Strong leadership, communication, and people skills
• Proven track record of developing and implementing successful consumer support and sales/retention strategies and solutions in a fast-paced, dynamic environment – either in a Business-to-Consumer company or at a consulting firm, ideally in media/internet/ecommerce industries

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 pain points and improve the overall support experience. Our team is tasked with developing innovative and user-centric support solutions that address the evolving needs of YouTube's user base, with the goal of delivering an experience while increasing growth. We drive the implementation of self-service tools and automated support workflows, and we equip support agents with the knowledge, tools and skills to provide high quality service.

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 $106,000-$156,000 + 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.

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.

• Increase consumer support and decrease churn rates (optimize talk tracks, test incentives) across all products (NFL Sunday Ticket, YouTube TV, YouTube Music, YouTube Premium/Lite, Shopping).
  
• Identify drivers of potential churn, based on consumer product and support experience, to inform strategies and experience improvements.
  
• Develop and test win-back campaigns and design, develop, and winback pilots for increasing and optimizing ROI, and assess impact on Customer Lifetime Value (CLV).
  
• Develop and implement sales best practices for consumers based on understanding of industry trends in tooling and technology to achieve revenue targets and increase CLV.
  
• Gather and analyze user feedback to identify areas for improvement across operations and product workflows, ensure users have a positive experience, and track/analyze rates across all products, including deep dives into vendor performance.