Director, Creator Success Operations, Americas, 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:
- 15 years of operations experience in leading front line customer success operations and gathering front line insights
- Experience growing and developing multi-regional teams
- Experience leading strategy and operational cross-functional initiatives
- Experience leading business-to-business support operations at scale
Preferred qualifications:
- Experience building out solutions to support users at scale and across numerous platforms and products
- Experience leading teams through change with examples of identifying opportunities and driving change with cross-functional teams
- Strong operational accuracy and ability to balance between details and higher level implications of critical business issues
About the job
In this role, you will serve as the representative of Creator support (across self service, social, agent, and employee support) for the Americas region. Managing the relationship with our Americas Partnerships VP, ensuring that escalations are resolved, feedback is integrated into our strategy, and evolutions to our service model lands well with our partnerships team.
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 $253,000-$363,000 + 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 for new hire 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 about benefits at Google.
Responsibilities
- Oversee the team responsible for supporting strategic Creators across the Americas.
- Coach and develop the team, and build a strong, resilient culture of operational excellence.
- Lead Partner Operations Manager team to ensure consistent delivery on 1:1 support KPIs and effective feedback loops to inform broader product and policy improvements.
- Collaborate with YouTube stakeholders (Product, Engineering, Partnerships, Marketing, and Policy) on developing initiatives that drive efficient creator happiness and success.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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