Operations Lead, YouTube

Job Description

• Triage consults from social agents and provide their teams with communications guidance. Write/deliver social responses for influencer tweets/trending topics to ensure the conversation is addressed with high-quality and the right brand voice.
• Help maintain a detailed and comprehensive editorial calendar for YouTube team focused on product and policy launches, known technical issues, and trending community feedback.
• Go-To-Market and Support Solutions to ensure our users get the most out of YouTube.
• Help create processes to address emerging social trends and other workflow needs to support the social agent operation.
• Be an expert on trending topics and conversation. Analyze how our followers are responding to YouTube team reactive communications and identify the things they really care about, and how to improve communications in the future.
• Foster and build on relationships with community power users and influencers. Support, communicate, and engage with Hindi, Thai, Mandarin, or Vietnamese-speaking users.
• Fast-paced, dynamic, and proactive, the YouTube Support Solutions team provides seamless help to all our users and creators around the world.
• As a member of the team, you'll analyze user and creator issues, 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 support, you'll enhance the YouTube global user experience by driving reach, satisfaction, and resolution.

Job Requirements

• Bachelor's degree in mass communication, business administrative, or any other related field.
• 5 years of experience working in YouTube, community management.
• Fluent in English.
• Experience managing online communities (e.g. blogger or YouTube creator engaging with fans/audience).
• Experience managing the day-to-day social presence (e.g. influencer account, major consumer brand), including escalating and resolving user or creator issues.
• Knowledge of YouTube products across platforms and experience running or building support programs on social media.
• Knowledge of local YouTube community, internet culture, and social media trends.
• Ability to analyze data, identify trends, and present key findings (both quantitative and analytical skills) and apply them to future programs.
• Ability to navigate complex and sensitive situations involving public communications.