Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: New York, NY, USA; Los Angeles, CA, USA; San Bruno, CA, USA.

Minimum qualifications:

Bachelor’s degree or equivalent practical experience.
5 years of experience in a technical project management or a customer-facing role.
3 years of experience developing business strategies and managing cross-functional initiatives with executive stakeholders in process improvement initiatives, operational pilots, or change management programs.
Experience utilizing data to drive business decisions, including spreadsheet modeling and business intelligence tools (e.g., Tableau, Looker, or SQL).

Preferred qualifications:

Experience implementing continuous improvement methodologies (e.g., lean six sigma, agile, or design thinking certification).
Experience designing and executing A/B tests or rapid operational pilots in a high-volume environment.
Experience in support quality assurance frameworks and collaborating with vendor management to turn quality insights into operational improvements.
Understanding of creator behavior, User Experience (UX) principles, and support operations innovation trends, including leveraging AI technology.
Ability to write SQL queries or use statistical tools (e.g., R/Python) for analysis.
Excellent business judgment and communication skills, with the ability to influence cross-functional teams.

About the job

YouTube's user base is growing and changing, presenting unique challenges and opportunities to support over a billion monthly users globally. Fast-paced, dynamic, and proactive, the YouTube Creator Success team provides seamless, brilliant support to our content creators around the world. Our goal is to ensure millions of creators and partners have easy access to comprehensive support when and where they need it a mission we are increasingly scaling through our AI agent and to allow our creators voices to help shape product solutions.

As a YouTube Creator Experience Lead, you will design and own the creator journey for creator issues and enabling the key work to achieve our goal. Your work in this organization will directly impact our AI support strategy and contribute to a growing creator experience and ecosystem. By driving innovation to eliminate process friction and ensure consistent quality, you will provide the critical infrastructure to ensure creator and agent success.

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 $110,000-$157,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. 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.

Responsibilities

Establish strategy, ensuring alignment with AI support priorities, and lead major process re-engineering projects to improve workflows and creator support journeys.
Design supports metrics and reporting in partnership with performance leads, ensuring the data taxonomy measures process changes, creator satisfaction, and human and AI agent effectiveness.
Design and lead high-velocity piloting and A/B testing efforts by partnering with data science to define success metrics and technology to integrate testing into infrastructure.
Partner closely with global vendor management to ensure quality gaps are closed and standards operationalized.
Coach internal teams on principles and partner directly with product, engineering, and content strategy to translate root cause analyses into product and process improvements.

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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

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