Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 8 years of experience in operations, customer care, product support, management consulting, or corporate strategy roles.
- Experience in building, leading, and executing with a cross-functional teams.
- Experience influencing stakeholders across organizational lines and borders.
Preferred qualifications:
- MBA or Master's degree.
- Experience with customer support operations (e.g., support workflows, contact centers, support channels, metrics).
- Experience with designing and executing strategy and cross-functional initiatives.
- Experience leading Strategy and Operations teams in complex and matrix environments.
- Ability to engage as a peer and thought partner with stakeholders.
- Ability to manage and lead others.
About the job
Go-To-Market and Support Solutions (GSS) is a global team working to ensure our users get the most out of YouTube. We provide dedicated and scaled support, strategic go-to-market plan development, partnership resources, product and policy insights based on user feedback, and scaled partnership management to ensure that all users can benefit within the YouTube ecosystem. We ensure products get to market, support users when they need help, and capture user feedback to drive product excellence and market fit.
As a Partner and Creator Support Lead, you will be a part of the High-Touch Support Team that is responsible for support offerings across subscribers (e.g., YouTube TV, Music, and Premium). In partnership with Global Scaled Operations, the team shares accountability to manage support and create a positive experience. This team is rapidly expanding the support provided by YouTube while driving initiatives to optimize support workflows, maintain quality, and inform product roadmaps to mitigate users’ need for support.
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.
Responsibilities
- Own the end-to-end support experience for YouTube's creators and partners.
- Provide support for YouTube as a platform, ensure the service provided to creators is effective and builds and protects YouTube's brand.
- Partner and collaborate with internal teams (e.g., Global Scaled Operations, BizTech, Product Solutions, and Product Management).
- Lead and motivate a team of product support managers.
