Performance Lead, 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: New York, NY, USA; San Bruno, CA, USA; Los Angeles, CA, USA.

Minimum qualifications:

• Bachelor's degree in a quantitative discipline (e.g., Statistics, Computer Science, Physics, Engineering), or equivalent practical experience.
• 6 years of experience in manipulating datasets and conducting data analysis using SQL.
• 6 years of experience in an analytical role in customer operations.
• Experience creating executive communications (e.g., memos, slide decks, etc.) and presenting to non-technical/analytics audiences.

Preferred qualifications:

• Master’s degree in a quantitative or scientific discipline.
• Experience with contact center forecasting, workforce management, and performance management.
• Experience in data analysis and modeling, including forecasting and predictive modeling.
• Experience delivering data-driven recommendations in a fast-paced environment with ambiguity and deadlines.
• Ability to navigate ambiguity, manage projects, and drive issues to resolution.
• Excellent communication and presentation skills, with the ability to translate complex data into actionable insights.

About the job

YouTube's user base is growing and changing, presenting unique challenges and opportunities to support over a billion monthly users globally. Fast-paced, dynamic, and proactive, the YouTube Creator Success team provides seamless, brilliant support to our content creators around the world. Our goal is to ensure millions of creators and partners have easy access to comprehensive support when and where they need it, and to allow our creators’ voices to help shape product solutions.
The Creator Success Operations organization is committed to providing exceptional support and relies on a team of insightful analysts who work to understand the ever-changing needs of our creators. Your work in this organization will directly impact support strategy and contribute to a thriving creator experience and ecosystem. By understanding key trends and using data driven insights, you'll contribute to proactive and strategic support operations for our community.
The US base salary range for this full-time position is $134,000-$198,000 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

• Provide thought leadership in strategic planning, objective setting, key performance indicator development, and overall performance for the business domain, develop strategic and operational recommendations to achieve goals.
• Serve as a trusted advisor, providing data-driven insights and strategic recommendations to optimize YouTube creator support experience through advanced statistical and ML analysis.
• Develop and implement analytical reporting solutions and forecasting models to project staffing needs, improve issue resolution, and drive creator engagement, including contact volume and new product launch impacts.
• Identify and drive improvements to critical user journeys and experience design.
• Translate Go-To-Market product launches, pilots, and experiments into actionable forecasting for support teams and analyze pre and post-launch impacts.

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.