Performance Lead, Consumer Experience Solutions, YouTube

Minimum qualifications:

• Bachelor's degree in a quantitative discipline (e.g., Statistics, Computer Science, Physics, Operations, Engineering), or equivalent practical experience.
  
• 5 years of experience in a technical project management or a customer-facing role.
  
• 2 years of experience in managing data sets and conducting data analysis using SQL and Python.
  
• Experience with contact center forecasting, workforce management, voice analytics, and performance management.
  

Preferred qualifications:

• Experience creating executive communications (e.g., memos, slide decks, etc.) and presenting to non-technical/analytics audiences.
  
• Experience in Business-to-Consumer (B2C) and direct-to-consumer businesses or understanding of consumer behavior and user experiences.
  
• Experience in delivering business recommendations in a fluid environment , either in a B2C company or at a consulting firm, ideally in the media/internet/ecommerce industries.
  
• Ability to work independently and as part of a team.
  
• Excellent modeling, spreadsheet software and presentation software skills.
  

About the job

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 $106,000-$156,000 + 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 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.

Responsibilities

• Act as a trusted advisor to the operations team, offering data-driven insights and strategic recommendations to help modernize YouTube’s consumer support experience on both a daily and next horizon basis.
• Implement reporting solutions and forecast models to project staffing needs, improve issue resolution and drive consumer engagement.
• Identify improvements to critical user journeys and experience design opportunities. 
• Oversee contact volume forecasting and accuracy.
• Set business requirements for new metrics and data tables, verify and validate output in partnership with cross-functional teams.