Product Support Lead, eCommerce

Job Description

Minimum qualifications:
• Bachelor's degree or equivalent practical experience.
• 10 years of experience in product management.
Preferred qualifications:
• Experience building and launching customer-facing LLM products, demonstrating an understanding of product lifecycle management.
• Experience in innovating and implementing large-scale product solutions to introduce workflow or cost efficiencies.
• Ability to leverage customer/user support data to identify product opportunities and drive improvements in key metrics (e.g., escalation volume, cost per user, first-time resolution, TRT, AHT, CSAT) at scale.
• Ability to build strong relationships with cross-functional partners including VP-level stakeholders, outstanding influence and executive communication skills.
• Excellent problem-solving skills to lead teams in generating actionable product insights from support data, identifying core issues, and prioritizing scalable solutions.
About the job
At Google, we put our users first. The world is always changing, so we need Product Managers who are continuously adapting and excited to work on products that affect millions of people every day.
In this role, you will work cross-functionally to guide products from conception to launch by connecting the technical and business worlds. You can break down complex problems into steps that drive product development.
One of the many reasons Google consistently brings innovative, world-changing products to market is because of the collaborative work we do in Product Management. Our team works closely with creative engineers, designers, marketers, etc. to help design and develop technologies that improve access to the world's information. We're responsible for guiding products throughout the execution cycle, focusing specifically on analyzing, positioning, packaging, promoting, and tailoring our solutions to our users.
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.

Responsibilities
• Develop long-term roadmap for a AI-first Creator Support model.
• Lead the rollout of the Creator Support AI chatbot to 100% of YouTube Creators, continuously enhancing its LLM capabilities to deliver accurate and highly helpful answers.
• Develop innovative products for human support agents, enabling real-time diagnostics and efficient resolution of Creator issues.
• Build an authoritative data foundation on each creator.
• Consolidate over 200 internal tools to deliver support experience.

Jobcode: Reference SBJ-4k5omz-216-73-216-42-42 in your application.