Head of Creator Success Operations, YouTube

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; New York, NY, USA; Los Angeles, CA, USA.

Minimum qualifications:

• Bachelor’s degree, or equivalent practical experience.
• 15 years of experience in operations, customer care, product support, management consulting, or corporate strategy roles.
• 5 years of experience in people management.
• Experience influencing stakeholders across organizational lines and borders.
• Experience in building, leading, and executing with cross-functional teams.

Preferred qualifications:

• MBA or Master's degree.
• Experience with customer support operations (e.g., support workflows, contact centers, support channels, metrics).
• Experience with designing and executing strategy and cross-functional initiatives.
• Experience leading Strategy and Operations teams in complex and matrix environments.
• Ability to engage as a peer and thought partner with stakeholders.
• Ability to manage and lead others.

About the job

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 $211,000-$300,000 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 aboutbenefits at Google.

Responsibilities

• Own the support experience for millions of YouTube's creators and partners across the creator ecosystem globally (Business Generation, Ads, YouTube Partner Program, Fan Funding, etc.).
• Craft direction for and execute seamless full funnel support for YouTube’s creators, ensuring the service provided is effective, scalable and builds and protects YouTube's brand.
• Partner and collaborate effectively within a matrix organization across multiple internal teams including Product Management, Trust and Safety, Analytics and Data Science, Global Vendor Operations, Business Technology, Product Activation, Strategy Operations, etc. to improve the creator support experience.
• Lead and motivate a medium sized team of product support managers including a manager to achieve Key Performance Indicator (KPIs) (e.g., creator satisfaction, cost per creator, etc.) for the creator support business.

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 alsoGoogle's EEO Policy andEEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing ourAccommodations for Applicants form.