Director, Support Solutions

Job Description

The Support Solutions Organization provides support to all YouTube users - viewers, paid users and subscribers, and creators, artists and media companies globally, across all YouTube products. The organization includes three teams that deliver our support experiences globally - Scaled Support, High Touch Support, and Escalations & Outreach. Scaled Support manages all scaled support surfaces, including the YouTube Help Center, Community Forums, YouTube Creator & Team YouTube Channels and social support across platforms. High Touch Support delivers email, live chat and phone support to our paid users and monetizing partners. Escalations & Outreach manages sensitive creator outreach and escalations. These teams drive initiatives to optimize support workflows and maintain quality, while informing product roadmaps to mitigate users' need for support.

As the Director for YouTube's Support Solutions, you will be responsible for vision, strategy, and execution to transform YouTube's support experiences. You will create a culture of continuous improvement that obviates the need for support, deflects regrettable contacts, delights users and drives down support costs. Critical to the success of this role is demonstrated experience building for scale and operational excellence. In addition, you will be working with dynamic leaders of complex organizations to set and execute shared priorities; including working closely with YouTube's Global Scaled Operations to deliver support experiences through vendors and agents. You will have a solid understanding of YouTube's business, support operations, scaled vendor operations, and are a strategic and dynamic leader.

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.

Jobcode: Reference SBJ-gqo8px-3-136-18-48-42 in your application.