Partner Operations Manager, Music Publishing
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This role may also be located in our Playa Vista, CA campus.
Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: New York, NY, USA; Los Angeles, CA, USA; San Bruno, CA, USA.Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 2 years of experience in technical troubleshooting or technical customer support operations.
- Experience using SQL for data analysis.
Preferred qualifications:
- Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
- Experience in music publishing or adjacent similar industries.
- Ability to dig into technical details and work with engineering, product teams on related tools and systems implementation.
- Ability to draw insights from data, recommend a path forward, and manage across groups/through recommended actions.
- Ability to drive process improvements and optimizations, outline risks, and identify and articulate trade-offs.
About the job
As a member of the Partner Operations team, you'll analyze top issues facing our content creators, 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 stellar support, you'll drive reach, satisfaction, and resolution — making YouTube an exceptional user experience for everyone.As a Partner Operations Manager, you will provide YouTube support to some of our largest managed Music partners (Publishers, labels, artists). In this role, you will become a YouTube product expert, solve the day-to-day issues of Music partners, and identify common trends that our partners face. You will also be responsible for advocating on behalf of our partners to cross-functional teams in order to drive product solutions, and for developing process improvements that enhance internal operations. You will work with other partner-facing teams to provide value-add services to help increase Music partner happiness and growth.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.
Responsibilities
- Provide operational support to managed Music Publishing partners on the YouTube platform, primarily through email and video call communication, managing and analyzing datasets, reconciling reporting discrepancies and client data with precision and consistency.
- Serve as a solutions consultant to internal, cross-functional stakeholders on the YouTube product, working with assigned Partner Managers and Technical Field Partner Engineers to solve partner issues, develop business plans, and share insights for partner growth.
- Identify, establish and leverage key metrics to evaluate data both quantitatively and qualitatively, using data to advocate for and drive decisions that advance YouTube’s interests and business.
- Contribute to scaling Creator Success Operations for YouTube through innovation, efficiency gains, and root cause analysis.
- Answer external product or data-related inquiries, onboard new partners, and educate them on the YouTube product.
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