Product Support Lead, eCommerce

Job Description

Minimum qualifications:
• Bachelor's degree in Human Resources, Business or a related field or equivalent practical experience.
• 10 years of experience in a customer or client-facing role supporting Content Operations.
• 7 years of experience managing operations and leading cross-regional teams.
Preferred qualifications:
• Master's degree or equivalent practical experience.
• 10 years of experience using data analysis to drive decision making.
• 10 years of experience in managing vendor and outsourced providers.
• 10 years of experience in scaled and supplier operations and project management.
• 10 years of experience building relationships with stakeholders or clients.
• Knowledge of SQL, analytics and Operations Six Sigma certification (or other relevant operations coursework).
About the job
YouTube (YT) Go-To-Market and Operations team is a global team working to ensure our users get the most out of YouTube. We provide dedicated and scaled support, strategic go-to-market plan development, partnership resources, product and policy insights based on user feedback, and scaled partnership management to ensure that all users can thrive within the YouTube ecosystem. We ensure products get to market, support users when they need help and capture user feedback to drive product excellence and market fit.
The Scaled Comms and Escalations (SCE) organization provides support to all YouTube users – viewers, paid users and subscribers, and creators, artists and media companies globally, through a variety of scaled support platforms across Social, Help Center, Product Forum, and YouTube Help Channels.
SCE is building YouTube's first-ever AI-First Content and Media Operations team, which will be at the forefront of using revolutionary AI models to create and manage content at YouTube. We are building an efficient, and skilled team that will leverage cutting-edge AI technologies to produce high-quality content at scale, helping and educating users and creators around the world. Our mission is to accelerate content production speed, boost quality, and adapt to high-priority business needs, ultimately delivering an excellent experience to our users.
The US base salary range for this full-time position is $162,000-$240,000 + 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
• Lead and manage YouTube's new AI-First Content Operations team, fostering a culture of innovation, agility, and excellence.
• Oversee a team of operations managers and standards leads to develop, launch, and iterate streamlined, AI-first content production workflows; enabling a sister production team to maximize production efficiency of internal and external visual and written support and educational content.
• Develop and execute a strategic vision for AI-powered content production and operations, aligning with the overall goals of the content team and YouTube.
• Oversee the entire content lifecycle, from creation and optimization to maintenance and performance analysis, ensuring the highest standards of quality and efficiency.
• Drive the adoption and integration of AI tools and technologies within the team and across partner teams, continuously seeking opportunities for automation, improvement.

Jobcode: Reference SBJ-8675mq-216-73-216-23-42 in your application.