This role may also be located in our Playa Vista, CA campus.

　　Minimum qualifications:

　　15 years of experience in operations, including leading B2C support operations at scale.

　　Experience growing and developing global teams.

　　Experience leading strategy and operational cross-functional initiatives.

　　Preferred qualifications:

　　MBA.

　　Experience building out solutions to support users at scale and across numerous platforms and products.

　　Excellent operational acumen and ability to straddle between details and higher level implications of critical business issues.

　　The Consumer Support Operations Organization provides support to all YouTube paid users and viewers across all YouTube products, especially YouTube Music, Premium, TV, Primetime Channels, and Shopping. This team delivers email, live chat, and phone support to all users. We drive initiatives to define the end-to-end support experience, optimize support workflows to ensure paid users and viewers get the right level of service (depending on product and issue complexity), and deliver on the core Consumer Support KPIs for the business, while informing product roadmaps to mitigate users’ need for support.

　　As the Senior Director for YouTube Consumer Support Operations, you will be responsible for the vision, strategy, and execution to transform YouTube’s paid user and viewer support experiences. You will create a culture of continuous improvement that obviates the need for support, deflects regrettable contacts, delights users and viewers, and drives down support costs. In addition, you will be working with dynamic cross-functional leaders to set and execute shared priorities, including working closely with YouTube’s Global Vendor Operations to deliver support experiences through vendors and agents, and with Product and Engineering to build the enablement capabilities necessary to power the support experience.

　　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 $294,000-$436,000 + 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 (https://careers.google.com/benefits/) .

　　Oversee all YouTube paid user and viewer support experiences.

　　Coach and develop the leadership team. Build a strong, resilient culture of operational excellence.

　　Partner with the Global Vendor Operations team responsible for vendor operations to ensure delivery on support KPIs and cost mitigation initiatives.

　　Collaborate with YouTube stakeholders (e.g., Product, Engineering, Partnerships, Marketing, and Policy) proactively on developing initiatives that drive creator and partner happiness and success.

　　Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also https://careers.google.com/eeo/ and https://careers.google.com/jobs/dist/legal/OFCCPEEOPost.pdf If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form: https://goo.gl/forms/aBt6Pu71i1kzpLHe2.