Manager, Help Content and Creator Education

Job Description

YouTube Support Operations (YTSO) is a global team working to ensure our users get the most out of YouTube. We provide dedicated and scaled support, strategic Go-To-Market plan development, partnership resources, product and policy insights based on user feedback, and scaled partnership management to ensure that all users can thrive within the YouTube ecosystem.

The Scaled Comms & Escalations (SCE) organization provides support to all YouTube users – viewers, paid users and subscribers, creators, artists and media companies globally, through scaled experiences. SSE is responsible for providing support to all YouTube users through a variety of scaled support platforms across Social, Help Center, Product Forum, and YouTube Help Channels.

The Help and Creator Education (H/EDU) team is specifically responsible for the production, management, and maintenance of content across Scaled Support surfaces (i.e., Help Center, In-Product, GSE, Creator Tips, and Canned Responses). This team has the responsibility of collaborating across the SCE organization to ensure Go-To-Market support comms are prepared and disseminated, and providing reactive support because of critical errors or policy changes.

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 $130,000-$194,000 + 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.

Resonsibilities:
• Manage a team responsible for the execution of scaled comms for both Go-To-Market and non-Go-To-Market (i.e., content maintenance, experimentation, and iteration).
• Collaborate effectively across a complex Creator Ecosystem including High Touch Support (HTS), Product Activation, Trust and Safety (TNS), Legal, Marketing, and Visual Comms.
• Own and deliver appropriate tracking and reporting metrics to maintain equitable resource allocation, sizing opportunities, and measuring impact for the YTSO business and H/EDU content strategies.
• Ensure content production across digital platforms and surfaces are aligned with H/EDU Content Operations and Style Guides.

Qualifications:

Minimum qualifications:
• Bachelor's degree or equivalent practical experience
• 7 years of experience in content operations, content strategy, or equivalent
• 3 years of experience managing people or teams

Preferred qualifications:
• Experience with YouTube Creator products, services, and support
• Experience using existing frameworks to solve problems, as well as extending and evolving frameworks to achieve new business objectives
• Ability to build relationships and influence in a professional and thoughtful manner amongst a team of equally strong players
• Independent with a can-do attitude, and ability to work in an evolving industry, tolerate ambiguity, and demonstrate leadership with limited oversight
• Strong communication, collaboration, and presentation skills
• Tooling proficiency for content production and data analysis (e.g., Figma, Composer, Asana, Pulse)

Jobcode: Reference SBJ-g4nb87-3-149-243-138-42 in your application.