Service Deliver Manager, Consumer Support, YouTube

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

Service Deliver Manager, Consumer Support, YouTube

Location: San Bruno, CA, USA; New York, NY, USA

Mid

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: San Bruno, CA, USA; New York, NY, USA.

Minimum 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.

Preferred qualifications:

• 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.

About the job

Changing, dynamic and proactive, the YouTube Global Operations team is dedicated to ensuring that YouTube can scale its growth. The team comprises sub teams including: Partner Development across Americas, EMEA and APAC, Support Solutions, Media and Platform Operations, and Global Vendor Operations.

The Global Vendor Operations (GVO) organization oversees vendor operations for all of YouTube. These vendors provide support to all YouTube users -- Creators, Partners, Consumer Subscribers, Artists, and Media Companies. GVO's mission is to deliver excellent service to all these communities at optimal costs while protecting the YouTube platform from all risks.

This position demands a high degree of cross-functional synergy with our global product stakeholders, with a primary focus on driving alignment with NA operations. To ensure seamless project delivery and real-time problem-solving, the successful candidate must demonstrate a flexible, "global-first" mindset.

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $136000 - $196000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

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.

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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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Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.