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

The Support Operations organization collaborates with cross-functional teams, including Product, Engineering, Vendor Operations, Scaled Comms, Business Technology, 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. We drive the implementation of self-service tools and automated support workflows, and equip support agents with the knowledge, tools and skills to provide high quality service.

In this role, you will be responsible for developing end-to-end support solutions for our vast paid user base and content creator ecosystem. You will be responsible for the modernization of YouTube's creator journeys across our AdSense Products (e.g., account approvals, account verifications, forms of payment). This product offering is critical to a creator’s growth and ability to monetize and make a career on YouTube.

This role oversees the development and implementation of support experiences that enable creator growth, focusing on seamless account approvals, digital identity verification, and proactive policy education. You will proactively identify friction points in the monetization journey, eliminating systemic bottlenecks to provide exceptional service through both AI-driven and live agent interactions.

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

• 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.
  

Minimum 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.

Preferred qualifications:

• 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.