Product Manager, Creator Support, Creator Admin
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in product management or related technical role.
- 2 years of experience taking technical products from conception to launch.
Preferred qualifications:
- Familiarity with customer/user support (i.e., driving down escalation volume, cost per user; improving first time resolution, TRT, AHT, CSAT - at scale).
- Ability to build strong relationships with cross-functional partners.
- Outstanding influence and executive communication skills.
- Analytical skills to generate insights from support data to identifying issues and prioritizing.
About the job
At Google, we put our users first. The world is always changing, so we need Product Managers who are continuously adapting and excited to work on products that affect millions of people every day.
In this role, you will work cross-functionally to guide products from conception to launch by connecting the technical and business worlds. You can break down complex problems into steps that drive product development.
One of the many reasons Google consistently brings innovative, world-changing products to market is because of the collaborative work we do in Product Management. Our team works closely with creative engineers, designers, marketers, etc. to help design and develop technologies that improve access to the world's information. We're responsible for guiding products throughout the execution cycle, focusing specifically on analyzing, positioning, packaging, promoting, and tailoring our solutions to our users.
Creators fuel YouTube's success, and we're committed to being there for them, especially in critical moments. The Creator Support product team designs and builds systems to support creators through authoritative data, internal tools, creator facing products, and advanced technologies like our AI-powered virtual help assistants. We strive to make every interaction easy, helpful, and empowering
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.
Responsibilities
- Define the product vision, strategy, and roadmap for improving the internal tools for employees such as agents to easily diagnose and address creator issues.
- 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 closely with Engineering, UX Design, and Research teams to design, engineer and deliver innovative, compelling, and effective product experiences for our internal support users.
- Partner with product teams across YouTube BizTech, and Google Customer Engagement to ensure Creator Support Tools fit seamlessly into the overall tooling ecosystem (e.g., Cases, Salesforce).
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
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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