Product Support Manager

Job Description

As a Product Support Manager (PSM), you will leverage the specialized product knowledge to design product support workflows, provide third-level troubleshooting consultation support to creator support teams, partner with Product to address product issue trends, advocate for feature requests, and ensure support readiness for product launches.

In this role, you will design and deploy support experiences across chat and email. You will ensure products get to market, support users when they need help and capture user feedback to drive product excellence and market fit.

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 $132,000-$196,000 + 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.

Resonsibilities:
• Empower support teams to deliver efficient and satisfying Creator experience through documentation, process improvement, training, and product knowledge.
• Own third-level support escalations, triage and prioritization process.
• Manage support communications for critical product issues impacting support teams.
• Support launch readiness for new products/features and empower support teams with documentation, training, and product knowledge.
• Support teams with the Product team, coalesce and collect product feedback and insights to ensure creator needs/features are represented, quantified and prioritized for Product Managers and Engineering.

Qualifications:

Minimum qualifications:
• Bachelor's degree or equivalent practical experience.
• 8 years of experience in a project/program management, consulting, or client-facing role.

Preferred qualifications:
• Ability to navigate ambiguity and drive projects and issues to a clear conclusion.
• Excellent stakeholder management skills.

Jobcode: Reference SBJ-gk0xk8-18-191-180-60-42 in your application.