operations manager
4 the last 278 days, recently 2024-05-01
Responsibility
- own internal and external executive-level presentations, including quarterly business reviews, product reviews, and partner strategy/agreement approval forums
- bring a strong sense of narrative and slide design to ensure materials are polished and effective for discussions and driving decision-making
- develop connections with regional teams to support and consult in complex creator escalations
Show more +17 - drive the annual planning and regional OKR processes in close collaboration with cross-functional leadership
- serve as a consultant to cross-functional stakeholders on product/policy changes. Own difficult conversations with internal stakeholders
- identify workflow gaps to improve creator escalations that ensure full de-escalation in a timely manner
- operate as an Incident Manager on select weekends to own P0 escalations requiring immediate support
- own sensitive, high-consequence escalations by thoroughly investigating creator/consumer issues and developing bespoke communication strategies through email, social, and phone that mitigate security and brand risks to YouTube
- provide operational support for partners on the YouTube platform, primarily through email communication
- troubleshoot technical issues to enable Partners to maximize their performance on the platform
- lead critical strategic and operational projects based on emergent business needs. Participate in early discussions on behalf of the business to scope new projects
- identify key metrics to evaluate data both quantitatively and qualitatively
- proactively identify problems and issues across the organization, create programs and processes to solve them, and influence cross-functional teams and leadership to realize them
- partner closely with other functions, including Product and Engineering, Communications, PR, Marketing, Strategy, Finance, Legal, and Operations. Understand issues, trends, and perspectives that may influence the business
- google is proud to be an equal opportunity workplace and is an affirmative action employer
- we also consider qualified applicants regardless of criminal histories, consistent with legal requirements
- see also Google's EEO Policy and EEO is the Law
- serve as a consultant to internal, cross-functional stakeholders on the YouTube product. Work with assigned Partner Managers and Technology Managers on account research and share insights for partner growth
- contribute to scaling Partner Operations for YouTube through innovation, efficiency gains, and root-cause analysis. Streamline the operational workflow by identifying and eliminating blockers
- we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status
Requirements
- bachelor's degree or equivalent practical experience
- MBA degree
- ability to communicate investigative findings and strategies to technical staff, executive leadership, legal counsel, and internal and external clients
Show more +22 - ability to work autonomously and keep multiple priorities moving at the same time
- experience working with incident response management, risk mitigation, or customer support
- ability to advocate for creator solutions that protects the YouTube ecosystem and its employees
- experience with projects, cross-functional stakeholder management, and project management
- ability to be highly collaborative, take initiatives, and comfortable navigating ambiguity
- ability to work in and keep up with a fast-moving environment via effective prioritization and time management
- distinctive problem solving and aptitude skills with business judgment
- understanding of the YouTube platform and social platform industry
- experience in customer support or client services troubleshooting and resolving customer issues
- ability to be proactive, making constructive suggestions, and coming up with innovative ways to scale initiatives
- interest in business development and strategic partnerships
- ability to troubleshoot technical issues and effectively communicate complex topics
- ability to navigate ambiguity and manage competing priorities
- about the job
- the Partner Development and Services team’s mission is to drive partner success by delivering the best services to our global partners
- excellent written and verbal communication skills, including deck-building skills; ability to communicate effectively across multiple levels, including cross functional peers and leadership
- as a Partner Operations Manager, you'll provide YouTube support to partners
- as a member of the Partner Operations team, you'll analyze top issues facing our content creators, work with cross-functional teams to resolve them, and help manage support operations
- whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide stellar support, you'll drive reach, satisfaction, and resolution — making YouTube an exceptional user experience for everyone
- 6 years of experience within one or more of the following fields: management consulting, investment banking, business operations, business development/partnerships, or corporate strategy at a technology/media company
- the YouTube Partner Development and Services team provides seamless guidance and technical/operational support to our partners, creators, and artists on YouTube from around the world
- you will work closely with other partner-facing teams to provide value-added services to help increase partner appreciation and growth
Trade
- customer Service
- Customer Service
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