Product Manager, Creator Support Workflows

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.

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).