Head of Creator Success and Partner Engineering Strategy

This role may also be located in our Playa Vista, CA campus.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: San Bruno, CA, USA; Los Angeles, CA, USA; Chicago, IL, USA.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 10 years of experience in professional services (e.g., consulting, investment banking), corporate strategy and operations, or support operations, technical services or sales engineering in the media/internet/tech industries.
• 5 years of experience in people management.
• 5 years of experience working with executive stakeholders.
• 4 years of experience developing business strategies or managing cross-functional initiatives.

• MBA.
• Experience with data analysis/SQL.
• Excellent strategic, analytical, and presentation skills.
• Exceptional business judgment and excellent financial modeling, spreadsheet software, and presentation software skills.
• Ability to effectively operate in a quickly evolving environment.

About the job

The Support and Services team is responsible for innovating our service models for YouTube’s Operations – including Creator Success and Partner Engineering functions – to optimize impact and cost/resource efficiency. The core capabilities of the team include defining and building alignment on strategy, setting measures of success, identifying critical initiatives, enabling change management with frontline teams, and developing pilots to test new frontline models.

In this role, you will lead the Creator Success and Partner Engineering Strategy and Operations teams and be responsible for designing and driving transformative innovations for those functions. Creator Success ensures all our creators get swift resolution to their questions and issues so they can get back to creating great content. Partner Engineering bridges the gap between YouTube’s platform and a diverse set of ecosystem partners (Music Labels and Publishers, TV broadcasters and MediaCos, Device Partners, Shopping Merchants) through technical consultancy, platform integration, partner tooling, asset management and data exchange, and service management.

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 $221,000-$314,000 + 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

• Be responsible for overall Creator Success service model strategy, including determining user needs, service levels provided, and the right operating model (e.g., intake/routing strategy, escalation paths).
• Modernize YouTube’s Creator Success experiences to improve issue resolution at a lower marginal cost (e.g., through tooling improvements such as incorporating AI-driven intelligence into our operations).
• Collaborate with Partner Engineering leadership to develop more scalable approaches that free up team bandwidth for additional mission-critical YouTube priorities.
• Partner with YouTube’s Creator Success and Partner Engineering executive teams to establish long-term strategic priorities, proactively identify potential challenges, and collaborate on developing innovative solutions that will transform the support experience.
• Manage complex projects by structuring, launching, and driving projects to inform critical decisions based on hypotheses and subsequent analysis of YouTube case data, business drivers, and operating metrics.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. 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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.