Product Support Lead, eCommerce

Job Description

Minimum qualifications:
• Bachelor's degree or equivalent practical experience.
• 10 years of experience in operations, product support, management consulting, or corporate strategy roles.
• 3 years of experience in managing people or leading teams.
Preferred qualifications:
• Experience in building and leading cross-functional teams and initiatives from concept to launch.
• Experience in managing and coaching specialized people (e.g., data analysts, technical program managers).
• Experience in working with or leading teams responsible for Artificial Intelligence/Machine Learning (AI/ML) or technical products.
• Ability to navigate ambiguity, influence stakeholders, and drive issues to resolution in a changing environment.
• Excellent communication skills, with the ability to translate data and technical concepts into a business narrative for executive audiences.
About the job
The Creator Success Operations organization is committed to providing support by building a portfolio of Artificial Intelligence (AI) Agents. This relies on leading a specialized team of Product Support Managers and Analysts who architect, measure, and optimize the AI-powered support journeys.
In this role, you will lead the specialized team responsible for building and optimizing the portfolio of AI Agents. You will be responsible for translating business goals into a roadmap for the team, securing resources, and advocating the impact with executive leadership. You will be the leader ensuring the Artificial Intelligence (AI) support experiences are seamless and integrated into the YouTube ecosystem.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
• Translate business goals into a roadmap for the AI Agent portfolio, securing resources and advocating the team's goal and impact with executive leadership.
• Recruit, coach, and develop the specialized Partner Business Manager and Analyst talent, establishing and protecting the team's operational rhythm of experimentation, analysis, and improvement.
• Act as the primary leadership interface for AI support operations, negotiating priorities, managing cross-functional dependencies, and ensuring the team's work is integrated into the support ecosystem.
• Own key performance indicators for AI-powered support, including AI containment, AI-motivated satisfaction, cost-to-serve, and quality.
• Partner and collaborate with internal teams Business Technology (BizTech), AI Product Activation, and Product Management.

Jobcode: Reference SBJ-mk41zm-35-215-184-102-42 in your application.