Product Support Lead, eCommerce

Job Description

Minimum qualifications:
• Bachelor's degree or equivalent practical experience.
• 5 years of experience in program or project management.
• 5 years of experience managing cross-functional or cross-team projects.
• Experience working in customer service, scaled support, vendor operations, or similar roles with experience in support operations, workflows, infrastructure/tooling, channels, metrics, etc.
Preferred qualifications:
• Experience leading tech delivery initiatives and an understanding of the full software development lifecycle.
• Experience collaborating with and influencing stakeholders spanning across multiple organizations and different levels of responsibilities.
• Familiarity with support-related tooling and infrastructure (e.g., agentic AI, CRM, telephony, knowledge management, etc.)
• Ability to identify/prioritize opportunity areas with input from cross-functional teams and comfort with ambiguity.
• Ability to demonstrate capability of self-initiative, leadership roles, breakthrough thinking, and leading in dynamic environments.
About the job
The YouTube Operations (Ops) Technical Program Management (TPgM) team provides centralized program management capabilities for the entire YouTube Ops portfolio of work in order to drive efficiencies and rigorous prioritization, mature and transform operational workflows, ensure operational readiness for product launches and growth, and measurably implement cost-savings initiatives.
The Support Program Management team sits within TPgM and supports the YouTube Consumer Experience Operations, Creator Success Operations, and Scaled Comms and Escalations teams. These teams own the end-to-end support experience for YouTube users and creators, and partner with Support Program Management to help them transform and mature their operations through strong program delivery and velocity.
As a Program Manager, you will establish processes, measurably increase program maturity to decrease resource pressures, drive cross-functional alignment with YouTube teams, and organize overall YouTube Global Ops workstreams for the domain you cover. This will require you to collaborate with many cross functional partners including technology and insights, product, engineering, marketing, go-to-market, and support, to drive and execute programs and solve complex operational challenges. You will be organized with attention to detail, diligently planning roadmaps and tracking progress of key milestones, and will drive launches or initiatives requiring cross-functional resources. As a trusted steward of team objectives and key results, you will also drive and influence overall performance within the team to deliver excellent outcomes. You will be comfortable in organizing chaos and ambiguity anticipating roadblocks well in advance, keeping programs on course by chasing action items and dependencies, setting strategic direction of the program and effective in communicating program status to executives and cross-functional teams.
The US base salary range for this full-time position is $136,000-$197,000 + 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
• Manage and align on OKRs across cross-functional teams, navigating cross-functional team objectives and ensuring Roles and Responsibilities (R&R) is clearly defined for all programs.
• Lead cross-functional, distributed programs, driving high performance behaviors, breaking down large complex problems into manageable chunks, enable delivery by creating clarity from ambiguity through strong governance, structuring and sequencing delivery to maximize value and remaining open minded to pivot based on learning or changes.
• Facilitate large, global, cross-functional working groups and influence a broad range of stakeholders, including executives.
• Evaluate progress and communicate program status, risks, and next steps to internal stakeholder teams and executive sponsors, ensuring the programs are elevated to the right leadership altitude.
• Establish, scale, and continuously and measurably improve processes, tools and documentation.

Jobcode: Reference SBJ-36kno5-18-97-9-171-42 in your application.