Head Of Consumer Support Strategy and Operations

Job Description

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.

The US base salary range for this full-time position is $221,000-$314,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Resonsibilities:
• Be responsible for the overall consumer support operations service model strategy, including determining user needs, service levels provided, and the right operating model (e.g., intake/routing strategy, escalation paths).
• Modernize YouTube's consumer support experience to improve issue resolution and drive business growth, at a lower marginal cost (e.g. through tooling improvements such as incorporating AI-driven intelligence into our operations).
• Partner with YouTube's consumer support executive team to establish long-term strategic priorities, proactively identify potential challenges, and collaborate on developing innovative solutions that will transform the consumer support experience.
• Manage complex projects by structuring, launching, and driving projects to inform critical decisions based on hypotheses and subsequent analysis of YouTube case data, business drivers, and operating metrics.
• Prepare presentations and clearly communicate recommendations to YouTube's executives and the broader organization.

Qualifications:

Minimum qualifications:
• 10 years of experience in management consulting, operations, business strategy, investment banking, venture capital, private equity, or corporate advisory, or 8 years of experience with an advanced degree.
• 6 years of experience in people management.
• 5 years of experience working with executive stakeholders.
• 4 years of experience developing business strategies or managing cross-functional initiatives.

Preferred qualifications:
• Experience in consumer support operations, either in a B2C company or at a consulting firm, in the media, internet, or tech industries.
• Experience with data analysis/SQL.
• Ability to effectively operate in a quickly evolving environment.
• Excellent strategic, analytical, and presentation skills.
• Exceptional business judgment and excellent financial modeling, spreadsheet software, and presentation software skills.

Jobcode: Reference SBJ-gwwy0j-18-118-226-105-42 in your application.