Manager, Platform Strategy, High Touch Support Experiences, YouTube

Company: YouTube
Location: Los Angeles
Posted on: January 16, 2022

Job Description:

Minimum qualifications:Bachelor's degree or equivalent practical experience.
10 years of experience in product or systems development/administration for support operations or enterprise/customer relationship management (CRM) support environments.
2 years of experience in people management.
Experience with a user-oriented approach to problems and product management or design experience focusing on software products and technologies.Preferred qualifications:Experience managing product roadmaps, influencing cross-functional business/technical teams, and communicating complex technical concepts to business stakeholders.Experience with systems implications of regulatory and compliance frameworks including GDPR and more. Change management experience, ensuring adoption and measurement of post-release impact.
Experience designing and executing a strategy, highly complex, and cross-functional initiatives in a matrix environment with excellent communication skills, Knowledge of basic to intermediate SQL, system architecture, and software development practices.Familiarity with customer support operations (support workflows, contact centers, support channels, metrics etc).Excellent relationship building, collaboration, facilitation, project management, and technical skills. About the job As a Manager, you will have the chance to innovate with technology, lead experiments to learn, and execute support models at scale. You will partner closely with many different teams across YouTube and Google such as YouTube Risk and Compliance, Legal, Go-to-market, Support Solutions, Global Scaled Operations, Customer Engagement Product, and Engineering teams etc. You will drive support technology strategy and execution for emerging programs, compliance and regulatory requirements to sustainably provide high-touch-support and service segments of YouTube users in innovative ways, while preserving the YouTube brand and experience. You will help shape the systems strategy, identify solutions, and drive the technology roadmap for YouTube support tools (e.g., case, contact and telephony systems, support CRM, help centers, data infrastructure etc.) in a matrix environment.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 support platform strategy and solutions with engagement, active program management, and leadership for your domain.Partner with cross-functional stakeholders to understand and document YouTube business priorities, users, and use-cases as it relates to industry best practice and trends.Translate requirements and opportunities into data-driven, business aligned compelling plans for support platforms and overall systems strategy.Articulate prioritized, quantified, YouTube business needs clearly to the Product, UX, and Engineering teams, and lead and participate in feature team meetings, validate product solutions and roadmaps to ensure YouTube business and user requirements are fully met.Lead product focused cross-functional projects, run pilots, and experiments to test, launch and land platform capabilities, and ensure transparency around systems development/configuration needs across relevant groups, providing key information to communicate and educate the business on capabilities and investments.This role may also be located in our Playa Vista, CA campus.

Keywords: YouTube, Los Angeles , Manager, Platform Strategy, High Touch Support Experiences, YouTube, Executive , Los Angeles, California