Outreach Operations Specialist, YouTube
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Minimum qualifications:
- Bachelor's degree in HR, Business, a related field, or equivalent practical experience.
- 5 years of experience in a customer or client-facing role supporting vendor operations.
- 5 years of experience managing third-party logistics relationships.
Preferred qualifications:
- Ability to communicate investigative findings and strategies to technical staff, executive leadership, legal counsel, and internal and external clients.
- Ability to advocate for creator solutions that protects the YouTube ecosystem and its employees.
- Ability to work in and keep up with a fast moving environment via effective prioritization and time management.
- Ability to act as a working incident manager in on-call rotations, over weekends, and adapt to rapidly changing priorities in the YouTube ecosystem.
- Strong technical acumen and ability to quickly assimilate new information.
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.Responsibilities
- Own sensitive, high-consequence escalations by thoroughly investigating creator/consumer issues and developing bespoke communication strategies via email, social and phone that mitigate security and brand risks to YouTube.
- Develop deep connections with regional teams to support and consult in complex creator escalations.
- Serve as a consultant to cross-functional stakeholders on product/policy changes. Own difficult conversations with internal stakeholders.
- Organize and implement cross-functional initiatives, ensuring alignment with broader operations efforts.
- Identify workflow gaps to improve creator escalations that ensure full de-escalation in a timely manner.
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