Product Support Manager (AdSense), Creator and Consumer Experience Operations, YouTube

Google is hiring a Product Support Manager to develop end-to-end support solutions for YouTube’s paid users and creator ecosystem. The role modernizes creator journeys across AdSense products, identifies friction in monetization, and improves support through AI-driven and live-agent experiences.

Responsibilities

• Increase creator satisfaction and reduce support case volumes by executing initiatives from the 2027 strategy (e.g., planning with cross-functional teams, establishing success criteria, launching initiatives)
• Prepare Creator Support Operations for new feature and policy launches by incorporating product information into the knowledge base, establishing new automated workflows, creating agent training, and determining launch strategies to ensure seamless creator growth
• Leverage AdSense product and creator experience understanding to inform the design and implementation of AI-enabled user journeys
• Gather and analyze operational and enablement data, and creator feedback, to identify opportunities for immediate, short-term, and long-term improvement of the AdSense experience
• Share recommendations based on quantitative and qualitative analysis with stakeholders (e.g., Product, Marketing, Engineering) to improve the user experience. Handle critical user experience issues by coordinating with cross-functional teams to identify and deploy solutions

Preferred

• Strong understanding of the creator ecosystem and support operations best practices
• Ability to analyze results to identify trends and identify opportunities to drive improvements in user facing outcomes
• Ability to effectively influence, communicate and drive change with cross-functional stakeholders at all levels of management
• Strong leadership, communication, and people skills
• Proven track record of developing and implementing successful user support strategies and influencing product solutions in a fast-paced, dynamic environment
• Exceptional business judgment to drive continuous improvement and own project end-to-end
• Creator Ecosystem Knowledge
• Support Operations Best Practices
• Trend Identification
• User Experience Improvement
• User Support Strategy
• Product Solutions
• Project Management
• End-to-End Project Ownership
• Communication
• Influencing
• Leadership
• People Skills
• Business Judgment
• Continuous Improvement
• Cross-Functional Collaboration
• Adaptability

Benefits

• 15% bonus target
• Equity

Company

• Internet search and productivity software with AI products
• Mountain View, California, USA
• https://www.google.com/
• Founded in 1998
• 10001+ employees

Qualifications

• Bachelor's degree or equivalent practical experience
• 5 years of experience in a technical project management or a customer-facing role
• Experience in support operations, driving B2B or B2C growth, ad-tech industry, or consulting
• Experience with data analysis, data analytics, quantitative analysis
• Strong understanding of the creator ecosystem and support operations best practices
• Ability to analyze results to identify trends and identify opportunities to drive improvements in user facing outcomes
• Ability to effectively influence, communicate and drive change with cross-functional stakeholders at all levels of management
• Strong leadership, communication, and people skills
• Proven track record of developing and implementing successful user support strategies and influencing product solutions in a fast-paced, dynamic environment
• Exceptional business judgment to drive continuous improvement and own project end-to-end
• 5 years of experience in a technical project management or a customer-facing role.

Required skills

• Support Operations, Data Analysis, Technical Project Management, Ad-Tech, Creator Ecosystem, User Support Strategy, Product Solutions

Preferred skills

• Strong leadership, communication, and people skills

Experience

• 5+ years