This role may also be located in our Playa Vista, CA campus.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: San Bruno, CA, USA; Atlanta, GA, USA; New York, NY, USA; Los Angeles, CA, USA.
Minimum qualifications:- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a support operations, consumer support or a related field.
- Experience developing business strategies or managing cross-functional initiatives and working with executive stakeholders.
Preferred qualifications:- Experience in telephony platforms, IVR design, voice intelligence and Generative AI.
- Understanding of consumer behavior/user experience principles.
- Proven track record of developing and implementing successful consumer support strategies and solutions in a fluid, dynamic environment – either in a B2C company or at a consulting firm in media / internet / ecommerce industries.
- Excellent skills in business judgment, modeling, spreadsheet software and presentation software.
- Excellent leadership, people management and communication skills and ability to influence drive change with cross-functional stakeholders at all levels of management, including interacting with C-level executives.
About the job:
The Consumer Experience Operations organization collaborates with cross-functional teams, including Product, Engineering, Vendor Operations, Marketing, Data Science and Legal, to identify and address user pain points and improve the overall support experience. Our team is tasked with developing innovative and user-centric support solutions that address the evolving needs of YouTube's user base. We drive the implementation of self-service tools and automated support workflows, and equip support agents with the knowledge, tools and skills to provide high-quality service.
In this role, you will be responsible for developing consumer support solutions for our paid user base. You will be responsible for the modernization of YouTube's still-nascent consumer journeys - which help prospects and subscribers to NFL Sunday Ticket, YouTube TV, YouTube Music and Premium, and viewers engaging in Shopping and Fan Funding on YouTube. You will oversee the development and implementation of new consumer experiences focused primarily on user and agent technologies to ensure a positive experience for all YouTube users and subscribers. You will possess a deep and current understanding of consumer behavior and the influence of technologies, including the latest in telephony platforms, voice intelligence, and Generative AI, to build capabilities at 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.
The US base salary range for this full-time position is $132,000-$196,000 + 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.
Responsibilities:
- Design new and existing technologies, based on identified critical user journeys and experience design opportunities.
- Help to modernize YouTube’s consumer support experience to improve issue resolution and drive business, at a lower marginal cost (e.g., through tooling improvements such as incorporating Artificial Intelligence (AI)-driven intelligence into our operations).
- Lead innovations 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.
- Develop and maintain a long-term strategic roadmap that informs the next horizon of technology needs.
- Research and analyze industry best practices and emerging trends in B2C support and experience design.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
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