Global Service Delivery Manager, Consumer Support

Google Inc.; San Bruno (CA); On-site; USD 136,000 - 196,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

Google Inc. in the YouTube Global Operations team is seeking a Service Deliver Manager, Consumer Support to optimize the consumer support ecosystem and drive scalable vendor operations for creators, partners, and subscribers.

The role emphasizes data-driven decision making, cross-functional leadership, and a customer-facing background within service-to-sale or B2C contexts. It focuses on a global-first approach with AI-enabled improvements and a competitive compensation package including equity

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.

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

Operational process design

Customer-facing experience

Education

Bachelor's degree or equivalent

Tools

SQL

Analytics

Six Sigma

Job description

Google Inc. in the YouTube Global Operations team is seeking a Service Deliver Manager, Consumer Support to optimize the consumer support ecosystem and drive scalable vendor operations for creators, partners, and subscribers.

The role emphasizes data-driven decision making, cross-functional leadership, and a customer-facing background within service-to-sale or B2C contexts. It focuses on a global-first approach with AI-enabled improvements and a competitive compensation package including equity