Product Manager, Creator Support Workflows
Job Summary
Job Description
- Bachelor's degree or equivalent experience
- 3+ years in product management or related technical role
- Define product strategy and roadmap for Creator Support tools
- Collaborate with cross-functional teams (Engineering, UX, Research)
- Improve internal tools for agent support of creators
- Familiarity with customer support metrics (escalation volume, cost per user, first time resolution, TRT, ART, CSAT)
- Ability to create order and strategy in ambiguous environments
- Investigative skills to generate insights from support data
- Excellent influencing and executive communication skills
4 skills required
Job Details
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 3 years of experience in product management or related technical role.
Preferred qualifications:
- Familiarity with customer/user support (e.g., driving down escalation volume, cost per user, improving first time resolution, Total Resolution Time (TRT), Average Resolution Time (ART), Customer Satisfaction Score) at scale.
- Ability to create order and develop a clear product strategy in an ambiguous environment.
- Excellent investigative skills to generate insights from support data to identify issues and prioritize.
- Excellent influencing and executive communication skills to build strong relationships with cross-functional partners.
About the job
At Google, we put our users first. The world is always changing, so we need Product Managers who are continuously adapting and excited to work on products that affect millions of people every day.
In this role, you will work cross-functionally to guide products from conception to launch by connecting the technical and business worlds. You can break down complex problems into steps that drive product development.
One of the many reasons Google consistently brings innovative, world-changing products to market is because of the collaborative work we do in Product Management. Our team works closely with creative engineers, designers, marketers, etc. to help design and develop technologies that improve access to the world's information. We're responsible for guiding products throughout the execution cycle, focusing specifically on analyzing, positioning, packaging, promoting, and tailoring our solutions to our users.
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.
Responsibilities
- Define the product goal, strategy, and roadmap to improve the internal tools for employees such as agents to diagnose and address creator issues. Focus now on Creator Admin/iStudio.
- Work with support agents, subject matter experts, and other internal users to develop effective solutions to help them support Creators when they get stuck.
- Collaborate with Engineering, UX Design, and Research teams to design, engineer, and deliver innovative and product experiences for our internal support users.
- Partner with product teams across YouTube Business Technology (BizTech), and Google Customer Engagement to ensure Creator Support Tools fit seamlessly into the overall Tooling ecosystem (e.g., Cases, Salesforce).
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