Minimum qualifications:
Bachelor’s degree or equivalent practical experience.
8 years of experience in a technical project management or a customer-facing role.
Experience creating executive communications (memos, slide decks, etc.) and presenting to non-technical/analytics audiences.
Preferred qualifications:
Advanced degree in business or technology or equivalent practical experience.
Technical experience with an understanding of product development flow.
Experience analyzing large data sets and proficiency with analytical and presentation tools, including spreadsheet software and presentation software.
Experience with SQL or HTML/Python, or other programming skills.
Experience driving results and ability to work effectively cross-functionally and translate technical concepts into non-technical terms.
Excellent project management skills, with the ability to work independently and on multiple initiatives at the same time.
In this role, you will be responsible for the end-to-end support experience for a dedicated Product Areas and will need to lead cross-functional workstreams to ensure support readiness for any upcoming launches and scale our operations.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 for new hire 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 (https://careers.google.com/benefits/) .
Represent both the team and the user on a regular basis to internal stakeholders. Design and deliver the best support experience to our paid users.
Be responsible for customer satisfaction survey (CSat) cost and product adoption goals.
Work cross-functionally with Product Management, Engineering, Vendor Operations, Marketing, and Legal teams to guarantee readiness for launches.
Coordinate team workflows around troubleshooting customer problems and preparing for new launches, including the generation of user-facing documentation or content. Scale our support model by identifying and driving implementation of automated solutions.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also https://careers.google.com/eeo/ and https://careers.google.com/jobs/dist/legal/OFCCPEEOPost.pdf If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form: https://goo.gl/forms/aBt6Pu71i1kzpLHe2.
