Consumer Operations Manager, YouTube - San Bruno
Google - San Bruno, CA

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The area: YouTube and Video
The first video posted on YouTube was a 19-second clip called "Me at the Zoo." Today, more than 48 hours of video are uploaded every minute. The YouTube and Video team helps budding filmmakers and musicians build careers, creates products like Google TV and YouTube Live and runs collaborative projects like Life in a Day and the YouTube Symphony Orchestra. We are leading a change in how we entertain, inform and share with one another, whether through cat videos or footage of a revolution in progress.

The role: Consumer Operations Manager, YouTube
YouTube's growing user base provides unique challenges and new responsibilities everyday. Fast-paced, dynamic and proactive, the Content and User Operations team serves YouTube's advertisers, publishers and users around the world. Like a diligent detective, your responsibilities are to uncover and understand common issues facing these groups, and then work with the right teams to tackle the problem. Whether surfacing issues to our technical teams or recommending improvements to the team's processes and tools, you enhance the user experience on YouTube while helping increase our loyal user base over time.

You will be responsible for managing the YouTube Consumer Operations team responsible for providing support to YouTube’s hundreds of millions of users. Your team is responsible for being the voice of the user to internal stakeholders to drive improvement and the voice of the product to our users. You will be experimenting with innovative solutions to scale operations, work with global stakeholders, and driving improvements to the YouTube product. Your team will consist of a dynamic group of Product Specialists, Online Help Specialist, User Insights Analyst, Community Manager, along with various other global responsibilities and workflows. You are a top performer who will quickly adapt and respond to industry changes as well as internal initiatives, and someone who thrives in an ever-changing, fast-growing technical environment. You have operational savvy, a ‘get it done’ personality, great people management skills, the ability to make smart, independent decisions and the willingness to manage deliverables across teams/priorities.

Manage the YouTube Consumer Operations team; oversee diverse workflows & projects all working to improve the user experience.
Lead the strategy development and tactical execution of the Consumer Operations team. Continue to push innovative solutions to scale operations while improving the product.
Represent the team to senior management cross-functionally as well as create and implement innovative processes and best practices across operation centers in multiple geographies.
Help develop streamlined escalation paths for the investigation and resolution of top user issues.

Minimum Qualifications:
Bachelors Degree. In lieu of Degree, 4 years of work experience in relevant field.
4 years of people management experience.

Preferred Qualifications:
MBA or other advanced degree.
Strong analytical skills to help drive business direction and experience in setting global strategy.
Experience interacting with all levels and departments within a company including regional headquarters and field offices globally.
Proven people management experience, including strong leadership, team building and process development.
Experience representing online users to product managers and engineers. A background in improving the user experience through customer support and product improvement.

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