As the Head of Support, YouTube Consumers, here at YouTube, you’ll lead teams to deliver world-class consumer support to millions of people who use YouTube commerce products around the world. You’ll guide strategy to develop innovative experiences and consumer education, as well as set standards for superior consumer experiences for YouTube globally. You will collaborate cross-functionally to develop an innovative, user- friendly support experience that helps build YouTube brand loyalty and inspires users to get the most out of YouTube’s product offerings. You will scale proven best practices across teams in order to increase customer comprehension, product adoption, issue resolution and ultimately retention. Finally, you'll carefully manage priorities to balance user experience, product and support objectives, and technical capabilities.
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YouTube has grown into a community used by over 1 billion people across the globe to access information, share video, and shape culture. The YouTube team helps budding creators build careers, creates products like YouTube Kids, YouTube Music, and YouTube Gaming, and engages communities around shared passions and global conversations. Together, we empower the world to create, broadcast, and share.
Responsibilities
Deliver a world-class consumer experience for YouTube commerce products and platforms.
Create overall operations strategy and priorities for your team. This includes developing and managing launch/operational support plans for existing and new consumer-facing products and features.
Work closely and collaboratively with senior YouTube, Google, and external stakeholders to deeply understand product needs and determine best support models for Product, work with Engineering to share new requirements for tools and infrastructure, and work with International partners to implement a consistent experience globally.
Lead a high-performing team to deliver an amazing YouTuber consumer experience, balancing user experience, product and support objectives with operational and technical capabilities.
Design scalable processes for the team to ensure that they focus on the highest ROI activities.
Qualifications
Minimum qualifications:
BA/BS degree or equivalent practical experience.
10 years of industry experience.
5 years of people management experience.
Experience driving and improving operational performance (quality, impact metrics, etc.).
Preferred qualifications:
MBA or advanced degree.
10 years of relevant experience in internet services, technology-related online help, consulting, product marketing, or customer service operations (customer-facing experience).
Passion for the online consumer experience.
Outstanding communication and interpersonal skills; ability to build strong relationships with cross-functional partners (Products, Operations, Legal, etc.) and influence senior leaders.
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