Product Support Manager

Job Description

Go-To-Market and Google 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, capture user feedback to drive product excellence, and market fit.

As a Product Support Manager (PSM), you and your team will bridge between our YouTube creator support and Product Specialist team. PSMs leverage their specialized product knowledge to provide third level troubleshooting consultation support to creator support teams, and partner with Product Specialists to address product issue trends, advocate for feature requests, and ensure support readiness for product launches.

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:
• Own third level support escalations, triage, and prioritization process.
• Manage support communications for critical product issues impacting support teams.
• Support launch readiness for products/features and empower support and internal teams with documentation, training, and product knowledge.
• Act as the advocate of creator support teams with Product Specialists.
• Collect product feedback and insights to ensure that creator needs/features are represented, quantified, and prioritized for Product Managers and Engineers.

Qualifications:

Minimum qualifications:
• Bachelor's degree or equivalent practical experience.
• Experience in a technology, marketing, product management, consulting, strategy, or business operations role.

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

Jobcode: Reference SBJ-g6xjw8-3-14-70-203-42 in your application.