Product Support Manager, AI Agent Experience Google

4.0 - 8.0 years

0 Lacs

karnataka

On-site

Role Overview: You will be joining the YouTube Creator Success team, where you will play a crucial role in architecting the conversational abilities of the AI agent. Your work will directly impact the support strategy for millions of creators and partners globally, ensuring they have easy access to comprehensive support. By translating complex support journeys into clear AI blueprints and leading the experimentation process, you will contribute to a thriving creator experience and ecosystem. Key Responsibilities: - Establish and govern a standardized framework, including evaluation sets, golden conversations, and workflow patterns to guide vertical PSMs in translating Support User Journeys (SUJs) into clear engineering requirements for the agent. - Own the validation cycle for all new capabilities, overseeing prompt tuning, managing SUJ exit criteria, and activating vertical PSMs to certify journey-specific quality before launch. - Manage support communications for critical AI model changes, experiments, and product issues impacting support teams. - Support launch readiness for new AI capabilities and empower support teams with documentation, training, and product knowledge. - Act as the bridge between creator support teams and Product, collecting product feedback and insights on conversational performance and prompt effectiveness to ensure creator needs are represented, quantified, and prioritized for Product Managers and Engineers. Qualifications Required: - Bachelor's degree or equivalent practical experience. - 5 years of experience in product management, program management, consulting, or a client-facing role on a technical product. - 4 years of experience in conversational AI design, prompt engineering, or designing evaluation sets for AI/ML models. Company Additional Details: At YouTube, the belief is that everyone deserves to have a voice, and that the world is a better place when people listen, share, and build community through stories. The team works together to give everyone the power to share their story, explore what they love, and connect with one another. Operating at the intersection of cutting-edge technology and boundless creativity, the team moves at the speed of culture with a shared goal to show people the world. New ideas are explored, real problems are solved, and fun is had - all done together.,

Posted 5 days ago

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