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YouTube vacancies - USA, Emerging Support Solutions Lead, YouTube

YouTube vacancies - USA, Emerging Support Solutions Lead, YouTube
YouTube USA

About the job

Go-To-Market and Support Solutions (GSS) is a team working to ensure our users get the most out of YouTube. We provide dedicated and scaled support, strategic go-to-market plan development, partnership resources, product and policy insights based on user feedback, and scaled partnership management to ensure that all users can thrive within the YouTube ecosystem. We ensure products get to market, support users when they need help and capture user feedback to drive product excellence and market fit.

In this role, you will lead a cross-functional team to execute support models and strategies to meet immediate and ongoing regulatory requirements, while preserving and improving YouTube's brand and the user 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.

  • Drive program strategy and execution for emerging programs, compliance and requirements to service new segments of YouTube users in innovative ways, while preserving the YouTube brand and experience.
  • Partner closely with Legal, Go-To-Market (GTM) and Support Solutions, Global Scaled Operations, BizTech, etc.
  • Build YouTube's support operations to meet legal requirements and all additional regulations, including leading program management, ensuring tooling strategy, roadmaps, resourcing, and partnering with compliance and risk to drive execution and remediate any gaps.
  • Ensure long-term success of new segments of users focused on ongoing compliance, efficiency, and experience.
  • Communicate program updates and results to leadership regularly.
Minimum qualifications:
  • Bachelor's degree or equivalent practical experience.
  • 8 years of relevant work experience in a strategic capacity in program management, management consulting firms, operations, or corporate strategy roles.
  • Experience in building, leading, and executing with cross-functional teams.
  • Experience influencing executive stakeholders across organizational lines and borders.
Preferred qualifications:
  • MBA or Master's degree.
  • Experience designing and executing a strategy, and complex and cross-functional initiatives.
  • Experience with regulatory and compliance frameworks and leading large transformational efforts, as well as strategy and operations teams in complex and matrixed environments.
  • Familiarity with customer support operations (e.g., support workflows, contact centers, support channels, metrics) and with EU markets/languages.
  • Ability to engage as a peer and thought partner with VP- and Director-level stakeholders.
  • Excellent communication and leadership skills, with the ability to drive impact in a fast-paced environment.

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