Creator Experience Lead, AI Support

Creator Experience Lead, AI Support – Google (London, United Kingdom)

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About the Job

Fast‑paced, dynamic, and proactive, the YouTube Creator Success team provides seamless, brilliant support to our content creators around the world. We ensure millions of creators and partners have easy access to comprehensive support when and where they need it—a mission we are increasingly scaling through our AI agent—and to allow our creators’ voices to help shape product solutions.

The Creator AI Agent Product Support Manager (PSM) is the bridge between YouTube\'s content strategy expertise and our product teams, responsible for architecting the conversational abilities of a new generative AI agent designed to empower creator creativity. Your work will directly impact our AI support strategy and contribute to a thriving creator experience and ecosystem. By translating complex support journeys into clear AI blueprints and leading our experimentation process from start to finish, you will shape the quality and effectiveness of our AI for the community.

Responsibilities

  • Design and govern conversational frameworks, evaluation sets, and interaction patterns to guide AI in solving open‑ended creative challenges rather than structured support tasks.
  • Own the end‑to‑end validation cycle for creative capabilities, including prompt tuning and quality criteria. Assess the subjective strategic value of AI contributions beyond purely operational metrics.
  • Oversee support communications for critical AI model changes and drive launch readiness by empowering teams with essential documentation, training, and product knowledge.
  • Quantify and prioritize feedback on creative suggestions and prompt effectiveness. Partner with Product and Engineering to ensure the creator’s need for high‑quality strategic advice is central to development.

Minimum Qualifications

  • 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.
  • Experience in conversational AI design, prompt engineering, or designing evaluation sets for AI/ML models.

Preferred Qualifications

  • Experience creating scalable frameworks or design patterns (systems‑thinking).
  • Experience translating complex user needs or business problems into clear, technical requirements for engineering teams.
  • Proven ability to design and run data‑driven experiments (e.g., A/B testing) to drive product optimization.
  • Ability to navigate ambiguity and drive projects and issues to a clear conclusion.
  • Excellent project and stakeholder management skills.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Customer Service and Product Management

Industries

Information Services and Technology, Information and Internet

EEO Statement

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 Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Referral Program

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