Service Deliver Manager, Consumer Support, YouTube

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 cultur [... source excerpt omitted ...] ding 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 [... source excerpt omitted ...] agile scalability. Establish data-driven governance and real-time feedback loops to ensure global operational excellence and maintain a competitive advantage through AI trends. Qualifications 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