Product Support Manager, Creator Support and Routing Strategy

Exl

New York, NY

Full Time

Director

137k-200k

2 days ago

Job Description

About the Role

In this role, as the Creator Support Journey and Routing Strategy PSM (Product Support Manager), you will optimize the end-to-end support experience for YouTube creators. You will design intelligent routing strategies and architect an efficient AI-to-human support model, leading cross-functional initiatives to implement new technologies and ensure a seamless, data-driven support journey. 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.

Key Responsibilities

Conduct in-depth analysis of current support processes and creator journeys to identify pain points.
Design intelligent routing strategies and architect end-to-end creator support journeys, including the design and implementation of intelligent intake and intent/skills-based routing and escalation models.
Define the human support framework by establishing agent skill profiles and specialized queues.
Lead cross-functional projects with product, technology, and vendor teams to implement new support experiences and tool integrations.
Establish continuous feedback loops and leverage data-driven insights to refine and optimize overall creator support experience, from AI to human resolution while collaborating with performance leads to define, track and analyze key metrics that measure strategic success and identify opportunities for improvement.

Requirements

Bachelor's degree or equivalent practical experience.
8 years of experience in a management consulting, customer experience, or customer operations role.
Experience in designing and implementing support journeys and routing strategies.
Ability to lead cross-functional projects and drive change.
Experience with data analysis and methodologies.
Understanding of CX technology stacks, including CRM, routing, and AI integration.

Nice to Have

Master's degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
Experience in end-to-end Journey Design, Customer Journey Mapping, Service Blueprinting, and Workforce Strategy Design.
Experience in advanced data analysis and methodologies.
Ability to develop and implement automation and AI solutions for support.

Benefits & Perks

US base salary range for this full-time position is $137,000-$200,000 + bonus + equity + benefits.
Salary ranges are determined by role, level, and location.
Individual pay is influenced by work location, skills, experience, and education.
Additional benefits are available, details of which can be shared during the hiring process.

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