AI-Driven Service Delivery Lead

Google; New York (NY); On-site; USD 136,000 - 196,000; Full time

Benefits offered by this job

Equity

Bonus target

Benefits

Job summary

Google is seeking a Service Deliver Manager for YouTube Global Operations to optimize the consumer support ecosystem, balancing cost with CSAT through AI-driven automation. You will lead vendor lifecycle, empower partners for growth, and translate support data into product improvements across a global, proactive team.

The role emphasizes cross-functional collaboration, data-driven governance, and scalable solutions with a focus on NA operations and global impact.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 7 years of experience analyzing data and generating business insights.
• 7 years of experience developing operational process solutions, and working with cross-functional teams to drive these changes.
• 7 years of experience in a customer or client-facing role supporting service-to-sale or business-to-consumer industries.
• MBA or Master's degree in a related field or CSCMP certification.
• 7 years of experience using data analysis to drive decision making.
• 7 years of experience building relationships with stakeholders or clients.
• Experience in data center equipment environments or computer component manufacturing.
• Knowledge of SQL, analytics and Operations Six Sigma certification or other relevant operations coursework.
• Excellent problem-solving skills with the ability to apply structured thinking and logic to your work and provide solutions to issues.

Responsibilities

• Optimize the consumer support ecosystem by balancing unit cost efficiency with CSAT through an AI-first framework and predictive automation.
• Transform the support organization into a growth catalyst by empowering vendors to drive subscription adoption, expansion, and customer lifetime value.
• Translate support data into product improvements to resolve systemic friction at the source.
• Lead the vendor lifecycle, from negotiation and governance to the onboarding of tech-forward partners for global, agile scalability.
• Establish data-driven governance and real-time feedback loops to ensure global operational excellence and maintain a competitive advantage through AI trends.

Skills

Data analysis

Cross-functional collaboration

Customer-facing experience

Operational process design

Business insights

SQL (tool knowledge)

Education

Bachelor's degree or equivalent

MBA or Master's degree / CSCMP cert

Tools

SQL

Six Sigma

Job description

Google is seeking a Service Deliver Manager for YouTube Global Operations to optimize the consumer support ecosystem, balancing cost with CSAT through AI-driven automation. You will lead vendor lifecycle, empower partners for growth, and translate support data into product improvements across a global, proactive team.

The role emphasizes cross-functional collaboration, data-driven governance, and scalable solutions with a focus on NA operations and global impact.