Product Support Manager, YouTube Consumer Experience Operations, E-Commerce
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This role may also be located in our Playa Vista, CA campus.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: San Bruno, CA, USA; Atlanta, GA, USA; New York, NY, USA; Los Angeles, CA, USA.Minimum qualifications:
- 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 job
The 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.
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 $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.
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.
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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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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