OneMain Financial Jobs

Manager, Consumer Experience Strategy, YouTube GTM Operations

corporatefare_ YouTube place San Bruno, CA, USA; New York, NY, USA; +2 more; +1 more

Mid

Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

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X

This role may also be located in our Playa Vista, CA campus.

Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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; Los Angeles, CA, USA .

Minimum qualifications:

• Bachelor's degree in a business or quantitative discipline (e.g., Business Administration, Statistics, Economics, Mathematics, Physics) or equivalent practical experience.

• 6 years of experience in professional services (consulting, investment banking) or a corporate strategy role.

• 4 years of experience working with executive stakeholders.

• Experience experimenting with AI/ML tools (e.g., LLMs, prompt engineering, or workflow automation) to solve operational problems.

• Experience in consumer support operations in a Business-to-Business or Business-to-Consumer company.

Preferred qualifications:

• Advanced degree in a related field (e.g., MBA).

• Experience driving digital or AI transformations, navigating from ambiguous problem-spaces to scaled operational delivery.

• Experience in consumer support operations in a Business-to-Consumer (B2C) company or consulting firm.

• Experience in consumer internet and media industries.

• Familiarity with support operations metrics, such as containment rate, cost per contact, or customer satisfaction and the ability to connect AI initiatives to measurable business outcomes.

• Exceptional business judgment and excellent financial modeling, spreadsheet software, and presentation software skills.

About the job

As a part of the Operations Strategy team, you will be responsible for innovating our service models for YouTube’s Operations, including creator support, consumer support, and partner engineering to optimize impact and resource efficiency, which includes defining and building alignment on strategy, setting measures of success, identifying critical initiatives, introducing new AI-first technologies, enabling change management with frontline teams, tracking adoption metrics, and developing pilots to test new frontline models. You will have deep strategic, operational, problem-solving skills with a pragmatic sense of how to get things done and drive change across a global organization.

You will lead YouTube's AI-first transformation of Consumer Experience Operations, redefining how subscribers to NFL Sunday Ticket, YouTube TV, YouTube Music and Premium, and viewers engaged in Shopping and Fan Funding receive support service and sales motions at scale. As a strategic thinker, you will look ahead at the 12 to 18-month landscape to uncover disruptive breakthroughs, the architect's path to operational capabilities. You will oversee initiatives that launch major leaps forward in impact, scale efficiency, specifically by driving AI transformation and piloting emerging agentic capabilities to redefine the consumer support journey. You will work across Business and Product teams to develop answers to critical problems, set the strategy, analyze data to prioritize levers to achieve it, develop those innovations, land the new ways of working. You will interact with key stakeholders, Vice President (VP) level executives and cross-functional leaders as you drive alignment. You will be an integral part of the GTM team, investing to further build our community and being a culture-carrier for the team.The US base salary range for this full-time position is $153,000-$222,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more aboutbenefits at Google (https://careers.google.com/benefits/) .

Responsibilities

• Define the 12 to 18 month landscape, determining how best to address consumer support’s biggest opportunities and uncover the next major value growth accelerators.

• Lead the AI transformation of sales and support channels, developing forward-looking roadmaps for agentic capabilities that optimize for resolution, deep personalization, and customer lifetime value.

• Act as an AI power user and internal disruptor, proactively identifying and overhauling operational bottlenecks and legacy workflows to transform how we work and deliver services.

• Structure, launch and drive workstreams from a "30,000-foot" strategy down to execution, developing hypotheses; translating them into work plans, conducting analysis including YouTube case data, business drivers and operating metrics, and extracting the right insights and implications.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google'sApplicant and Candidate Privacy Policy (./privacy-policy) .

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See alsoGoogle's EEO Policy (https://www.google.com/about/careers/applications/eeo/) ,Know your rights: workplace discrimination is illegal (https://careers.google.com/jobs/dist/legal/EEOC_KnowYourRights_10_20.pdf) ,Belonging at Google (https://about.google/belonging/) , andHow we hire (https://careers.google.com/how-we-hire/) .

If you have a need that requires accommodation, please let us know by completing ourAccommodations for Applicants form (https://goo.gl/forms/aBt6Pu71i1kzpLHe2) .

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.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also https://careers.google.com/eeo/ and https://careers.google.com/jobs/dist/legal/OFCCPEEOPost.pdf If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form: https://goo.gl/forms/aBt6Pu71i1kzpLHe2.