Operations Lead, YouTube

Area and Role Description:

YouTube and Video

In this role, you’ll drive critical communications and operational processes for the YouTube team. You’ll be a power user of the platform and in touch with the latest creator discussions and topics to help inform communications and operational strategies, working closely with fellow community and social managers representing international markets, product specialists, and support agents to drive go-to-market strategies, escalate important issues and timely resolution – always putting our users first.

Responsibilities:

•  Triage consults from social agents and provide their teams with communications guidance. Write/deliver social responses for influencer tweets/trending topics to ensure the conversation is addressed with high-quality and the right brand voice.
• Help maintain a detailed and comprehensive editorial calendar for YouTube team focused on product and policy launches, known technical issues, and trending community feedback.
• Go-To-Market and Support Solutions to ensure our users get the most out of YouTube.
• Help create processes to address emerging social trends and other workflow needs to support the social agent operation..
• Be an expert on trending topics and conversation. Analyze how our followers are responding to YouTube team reactive communications and identify the things they really care about, and how to improve communications in the future.
• Foster and build on relationships with community power users and influencers. Support, communicate, and engage with Hindi, Thai, Mandarin, or Vietnamese-speaking users.
• Fast-paced, dynamic, and proactive, the YouTube Support Solutions team provides seamless help to all our users and creators around the world.
• As a member of the team, you'll analyze user and creator issues, work with cross-functional teams to resolve them, and help manage support operations.
• Whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide support, you'll enhance the YouTube global user experience by driving reach, satisfaction, and resolution.