Workflow and Process Program Manager, Support

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. We 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.

Resonsibilities:
• Help drive program strategy and execution for emerging programs and compliance and requirements to service new segments of YouTube users in innovative ways, while preserving the YouTube brand and experience.
• Partner closely with YouTube Risk and Compliance team, Legal, Go-to-Market, Support Solutions, Global Scaled Operations, Technical Business, and many other teams across Google including gTech to deliver timelines.
• Conduct needs assessments to identify the tools, features, and processes we need to provide excellent support, and drive prioritization of these needs with our partner teams.
• Launch phone and email support for new user segments, and think through user and agent experience to continually optimize for customer experience and operational efficiency.
• Identify and improve workflows that are inefficient or ineffective and collaborate cross-functionally to address root cause.

Qualifications:

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

Preferred qualifications:
• Experience writing Business Requirement Documents (BRDs) and consulting with Product teams on Product Requirement Documents (PRDs).
• Experience in customer service or support.
• Proficiency in SQL/dash-boarding.
• Strategy and consulting background, with excellent written and verbal communication and data analysis skills.
• Ability to drive projects from concept to launch, and inspire followership.
• Outstanding project management skills, and ability to work on project deliverables with minimal guidance in a fast-paced, ambiguous environment while working well on cross-functional teams.

Jobcode: Reference SBJ-r1pb2m-3-134-104-173-42 in your application.