Experience in innovating and implementing large-scale product solutions to introduce workflow or cost efficiencies (e.g., through tooling or other product solutions).
Experience building and launching customer-facing Large Language Model (LLM) products, and understanding of product lifecycle management.
Ability to leverage customer/user support data to identify product opportunities and drive improvements in key metrics (e.g., escalation volume, cost per user, first-time resolution, TRT, AHT, CSAT).
Excellent communication skills, with the ability to build strong relationships with cross-functional partners and stakeholders.
Excellent problem-solving skills to generate actionable product insights from support data, identifying core issues, and prioritizing scalable solutions.

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.

Our mission is to not only perfect the products creators rely on today but to invent the future with AI-powered tools that unlock new insights and creative possibilities. We are also building a future where help is intelligent, proactive, and seamlessly integrated into the creator's journey. From AI-powered help centers to ensuring creator account health, we are dedicated to providing assistance at every turn. We drive creator success, collaborating on strategic projects across all of YouTube to ensure the next generation of creators has everything they need to build and grow.

Responsibilities

Redefine how YouTube provides support to its global community of creators. Lead a portfolio of high-impact initiatives that will shape the future of creator support powered by AI.
Be responsible for driving the Agentic strategy for YouTube support.
Develop tools for building AI agents on top of the latest and most modern Gemini agentic infrastructure to allow support teams with and without engineering knowledge to develop AI agents.
Develop tools to assist human agents in customer support centers.
Develop solutions and agents for the most critical support user journeys. Ensure security for both human and AI agent driven support.

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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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