Product Support Manager, AI, Agent Experience, YouTube
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a technical project management or a customer-facing role.
- 4 years of experience in program management, operations strategy, management consulting, or A/B testing programs.
- Experience utilizing data to drive business decisions, with spreadsheet modeling, and with business intelligence tools (e.g., Tableau, Looker) or SQL.
Preferred qualifications:
- Experience in partnering with vendor management teams.
- Understanding of experimental design, statistical analysis, and A/B testing best practices in a support operations environment.
- Understanding of support Quality Assurance (QA) frameworks.
- Ability to successfully implement continuous improvement methodologies (e.g., lean six sigma, agile).
About the job
YouTube's user base is growing and changing, presenting unique challenges and opportunities to support over a billion monthly users globally. Fluid, dynamic, and proactive, the YouTube Creator Success team provides seamless, brilliant support to the content creators around the world. The goal is to ensure millions of creators and partners have easy access to comprehensive support when and where they need it a mission we are increasingly scaling through the AI agent and to allow the creators voices to help shape product solutions. The creator success operations organization is committed to provide support by building an exceptional AI experience. This relies on a team of strategic thinkers who architect the AI's conversational abilities and shape the strategy for its development.
In this role, your work will directly impact the AI support strategy and contribute to a growing creator experience and ecosystem, by driving innovation to eliminate process friction and ensure consistent quality, you will provide the critical infrastructure to ensure creator and agent success.
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
- Design, construct, and scale a standardized framework, for high-velocity piloting and establish protocols for rapid test-and-learn cycles.
- Develop and strategically manage a comprehensive pipeline of hypotheses, grounded in data, aimed at substantially elevating AI agent capabilities and overall performance. Analyse outcomes including cost-to-serve reduction/efficiency gains, and Return on Investment (ROI).
- Lead rapid A/B testing on AI architecture and prompt engineering to drive actionable insights. Develop standardized playbooks to scale experimentation team-wide.
- Establish and lead a formal root cause analysis process to deeply investigate systemic failures, performance regressions, and high-impact operational inefficiencies, and translate findings into corrective actions for Product and Engineering teams.
- Analyze the outcomes of experimentation to quantify the realized impact, subsequently translating these results into precise, succinct recommendations that directly inform the AI agent's product roadmap and overarching operational strategy.
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