Product Support Manager, YouTube Consumer Experience Operations, Growth
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a technical project management or a customer-facing role in consulting, consumer technology, media, or E-Commerce industries.
- Experience working on topics including sales strategy (Business-to-Consumer or digital-led), go-to-market, or frontline capability building.
Preferred qualifications:
- Excellent ability to effectively influence, communicate and drive change with cross-functional stakeholders at all levels of management, including experience interacting with senior-level executives.
- Strong understanding of consumer behavior, user experience, and sales operations best practices.
- Exceptional business judgment and excellent modeling, spreadsheet software and presentation software skills.
- Excellent leadership, communication, and people skills.
- Proven track record of developing and implementing successful consumer support and sales strategies and solutions in a fast-paced, dynamic environment – either in a Business-to-Consumer company or at a consulting firm, ideally in media/internet/ecommerce industries.
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, with the goal of delivering an experience while increasing growth. 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.
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 $132,000-$196,000 + 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
- Increase sign-ups and conversion rates for acquisition, up-sell, and cross-sell by improving the end-to-end user journey (e.g., optimizing sales talk tracks, landing pages, signup forms, and onboarding flows) across all YouTube product areas.
- Identify and target the right potential acquisition and expansion candidates to increase Consumer Lifetime Value (CLV).
- Develop and implement sales best practices based on understanding of industry trends in tooling and technology to achieve sales targets and expand market share, as well as reactive and proactive growth strategies with cross-functional stakeholders to drive user acquisition and growth.
- Design, develop, and run growth pilots to learn quickly and inform consumer experience strategy (incentive strategy, offers, targeting, pitch).
- Track and analyze key performance metrics (e.g., website traffic, conversion rates, customer acquisition cost) and analyze campaign performance across products, including deep dives into vendor performance.
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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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