Full Time Job

Product Support Manager,, High Touch Support


London, United Kingdom 10-28-2021
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  • Paid
  • Full Time
Job Description
Go-To-Market and Support Solutions (GSS) 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. As a Product Support Manager, you will ensure products get to market, support users, and capture user feedback to drive product excellence and market fit.

Fast-paced, dynamic, and proactive, the YouTube High Touch Support team provides seamless, brilliant support to our partners and subscribers on all platforms around the world. Our goal is to ensure users have easy access to comprehensive support when and where they need it, and to allow our users' voices to help shape product solutions.

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.

• Support emerging programs, compliance, and requirements to service segments of YouTube users in innovative ways.
• Partner with teams (e.g., YouTube Risk and Compliance, Legal, Go-to-Market, Support Solutions, Global Scaled Operations, etc.) across Google to deliver on timelines.
• Provide expertise in YouTube support and own key performance metrics for the business unit.
• Represent the team and customer on a regular basis and design/deliver support.
• Coordinate troubleshooting workflows and prepare for launches, (e.g., generation of user-facing documentation) and scale the support model by identifying/driving implementation of automated solutions.


Minimum qualifications:
• Bachelor's degree or equivalent practical experience.
• Experience working in technology-related product management, product marketing, support operations, and/or consulting.

Preferred qualifications:
• MBA or equivalent practical experience.
• Experience working with SQL, HTML, Python, or relevant basic programming skills.
• Experience analyzing large datasets and proficient with analytical/presentation tools (e.g., spreadsheet and presentation software).
• Technical knowledge and understanding of product development flow.
• Ability to work cross-functionally and communicate technical and non-technical concepts to multiple audiences.
• Excellent project management skills.

Jobcode: Reference SBJ-d810vk-54-227-97-219-42 in your application.