AI-Driven Service Delivery Lead for Customer Growth

Google; San Bruno (CA); On-site; USD 136,000 - 197,000; Full time

Job summary

Google's YouTube team in San Bruno, CA is seeking a Service Deliver Manager for Consumer Support to lead operations across our global support ecosystem.

You will optimize CSAT while managing vendor relationships, deploying AI-first automation, and translating support data into product improvements. This senior role requires strategic thinking and cross-functional collaboration in a fast-paced tech environment.

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 with cross-functional teams.
• 7 years of experience in a customer-facing role supporting service-to-sale or B2C industries.

Responsibilities

• Optimize the consumer support ecosystem by balancing unit cost efficiency with CSAT through an AI-first framework and predictive automation.

Skills

Data analysis

Problem solving

Cross-functional collaboration

Customer-facing experience

Mentoring

Education

Bachelor's degree or equivalent practical experience

MBA or Master's degree (preferred)

CSCMP certification (preferred)

Tools

SQL

Analytics

Six Sigma certification

Job description

Google's YouTube team in San Bruno, CA is seeking a Service Deliver Manager for Consumer Support to lead operations across our global support ecosystem.

You will optimize CSAT while managing vendor relationships, deploying AI-first automation, and translating support data into product improvements. This senior role requires strategic thinking and cross-functional collaboration in a fast-paced tech environment.