Log In
Sign Up
Description
Minimum qualifications:* Bachelor’s degree or equivalent practical experience.* 10 years of operations experience.* Experience growing and developing talent while leading operational and strategic cross-functional initiatives.Preferred qualifications:* MBA.* 15 years of work experience in consulting, software, internet, and/or media industries or early stage companies.* Familiarity with social space and external communication.* Operational excellence, and ability to work between details and higher-level implications of critical business issues.* Project management, problem solving, analysis skills, with excellent business judgment and communication, and cross-functional stakeholder management and leadership.About the jobThe Scaled Support and Education (EDU) Communications team is responsible for providing support to all YouTube users through our Help Center, and across a number of scaled channels through support communications. The team contributes to go-to-market efforts by preparing all communication that is disseminated through these platforms, and is critical to elevating user issues to cross-functional teams. In this role, you will help shape this team and cultivate a thoughtful team culture, while providing operational excellence and oversight to execute on the organizational and YouTube level goals. You will have the opportunity to shape our products and scaled support experiences to ensure all users feel heard and supported by YouTube.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* Lead the Scaled Support and EDU Communications team through building a thoughtful team culture, cross-team goals, shared best practices, and cross-team efficiencies.* Own the Scaled Support and EDU Communications strategy and performance of all support Key Performance Indicators (KPIs) through continuous improvement and operational excellence oversight.* Work directly with YouTube technical teams to efficiently improve the support experience through product improvements, smart infrastructure, robust tools, and targeted support.* Partner with the Global Scaled Operations team responsible for vendor operations to ensure delivery on support KPIs and cost mitigation initiatives.* Collaborate with YouTube stakeholders (Product, Marketing, Support, and Policy) proactively on developing initiatives that drive user happiness and success.
Posted on :
2021-07-29T07:44:06Z
