Product Support Manager, YouTube Consumer Experience Operations, E-Commerce

Company: Google
Location: San Bruno
Posted on: March 14, 2025

Job Description:

Product Support Manager, YouTube Consumer Experience Operations, E-CommerceApply

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role in E-Commerce, consulting, or consumer technology industries.
• Experience working on topics including E-Commerce/online checkout, payments processing or payments technology, or online payments flows.Preferred qualifications:
  • Track record of developing and implementing successful checkout and payments strategies and solutions in a fast-paced, dynamic environment.
  • Understanding of E-Commerce payments flows and technology as well as checkout best practices.
  • Ability to effectively influence, communicate and drive change with cross-functional stakeholders at all levels of management.
  • Excellent leadership, communication, and people management skills.
  • Excellent business acumen, modeling, spreadsheet software and presentation software skills.About the jobThe Consumer Experience Operations organization collaborates with cross-functional teams, including Product, Engineering, Vendor Operations, Marketing, Data Science and Legal, to identify and address user pain points and improve the overall support experience. Our team is tasked with developing innovative and user-centric support solutions that address the evolving needs of YouTube's user base across YouTube TV, and YouTube Music and Premium, as well as Shopping and Fan Funding, with the goal of delivering an exceptional experience while increasing growth and retention. We drive the implementation of self-service tools and automated support workflows, and we equip support agents with the knowledge, tools and skills to provide high quality service.In this role, you will oversee the development and implementation of consumer experiences focused primarily on payment flows and checkout. You will possess a deep and current understanding of consumer behavior as well as E-Commerce purchase flows and checkout best practices. You will develop close relationships with Commerce Product teams and will leverage insights from consumer subscription data to inform improvements to consumer experience and support operations.The US base salary range for this full-time position is $106,000-$156,000 + 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.Responsibilities
    • Identify gaps and improve YouTube consumer purchase journeys across all products (e.g., YouTube TV, YT Music, YT Premium, YT Premium Lite, Shopping).
    • Understand checkout needs and incorporate E-Commerce checkout best practices into support user journeys.
    • Expand signals and insights leveraged from Commerce subscription data to drive growth and improve consumer experience.
    • Collaborate with Growth leads on developing promotions strategy and support efforts to expand ways for consumers to pay (including Pay in installments, new currencies).
    • Identify and mitigate consumer experience issues related to payments flows for domestic and international transactions (e.g., chargebacks, refund requests).
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Keywords: Google, San Bruno , Product Support Manager, YouTube Consumer Experience Operations, E-Commerce, Executive , San Bruno, California