Head Of Consumer Experience Solutions, YouTube
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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 managing projects and working with analytics, software coding, or customer-side web technologies.
- 7 years of experience in a technical leadership role with/without direct reports.
Preferred qualifications:
- Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
- Experience developing and implementing successful consumer support strategies and solutions in a fluid environment – either in a business-to-consumer(B2C) company or at a consulting firm, ideally in the media/internet/ecommerce industries.
- Excellent ability to effectively influence, communicate and drive change with cross-functional stakeholders at all levels of management, including experience interacting with senior-level executives.
- Excellent financial modeling, spreadsheet software and presentation software skills along with business judgment.
About the job
In this role, you will lead a team of product support managers responsible for developing consumer support solutions for our vast and diverse 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 as well as viewers engaging in Shopping and Fan Funding on YouTube, all critical growth areas for YouTube's future.
In this role, you will oversee the development and implementation of consumer experiences and innovations to existing ones, including user journeys, internal processes, and tools – to ensure a seamless and positive experience for all YouTube users and subscribers.
You will possess a current understanding of consumer behavior, journey design, what consumer support operations entail, and experienced perspectives on the best way to build those capabilities at YouTube.
Responsibilities
- Oversee efforts to update existing solution content or create repeatable content (e.g., best practices recommendations, tutorials, blog articles, sample code) and ensure documentation of repeatable solutions.
- Oversee generation of partner insights and participate in business reviews with partners to formulate partner strategies.
- Lead identification, execution, and sustaining of solutions based on user/partner/client business objectives and technical requirements that have been previously defined, developed, and approved for multiple related projects or a critical project.
- Review trends of solution issues across users/partners/clients and collaborate with internal teams to mitigate risks in the future.
- Oversee the development of technical or nontechnical solutions based on user/partner/client business objectives that are compliant with legal.
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