Full Time Job

Support Solutions Analyst


San Bruno, CA 03-31-2021
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  • Paid
  • Full Time
Job Description

Fast-paced, dynamic and proactive, the YouTube Global Operations team is dedicated to ensuring that YouTube can scale its growth. The team comprises sub teams including: Partner Development across Americas, EMEA and APAC, GTM (Go to Market) & Support Solutions, Global Scaled Operations, Media & Platform Operations & Insights, Infrastructure & Technology.

The Support Solutions Organization provides support to all YouTube users. We're evolving the team into three pillars - Scaled Support, High Touch Support, and Escalations & Outreach as we transform our support experiences to serve more users, across more products and countries more efficiently.

The newly created High Touch Support Team is responsible for support offerings across Paying Subscribers (YouTube TV, Music, Premium) and monetizing Partners. In partnership with Global Scaled Operations, this team shares accountability to manage support costs and the support experience. This team drives initiatives to optimize support workflows and maintain quality, while informing product road maps to mitigate users' need for support.

As a Support Solutions Analyst within the High Touch Support Team, you'll have a critical role in translating Go To Market product launches, pilots, and experiments into actionable forecasting for our 1:1 support teams that service users, YouTube Partner Program Creators, and Paying Subscribers. You'll guide business leadership on optimizing the accuracy of our demand models that enable our Global Scaled Operations team staff appropriately. You will provide careful analytical support for the business teams, including performance measurement, causal impact, estimation, predictive modeling, and continuous feedback through actual volume evaluation; all leading to better data-driven business recommendations. You will be a leader and communicator presenting insights to leadership across the business organization.

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.