Head of Scaled Support and Education, Youtube

Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.

Minimum qualifications:

- 10 years of operations experience
- Experience with managing a team.

Preferred qualifications:

- Demonstrated experience in cross-functional stakeholder management and leadership through influence.
- Experience leading people, with success in growing and developing talent and the demonstrated ability to lead complex operational and strategic cross-functional initiatives.
- Solid operational excellence and ability to work between details and higher level implications of critical business issues.
- Distinctive project management, problem solving and analysis skills, combined with excellent business acumen and excellent communication skills.

**About the job**:
The Scaled Support and Education team provides support to all YouTube users - viewers, paid users and subscribers, and creators, artists and media companies globally, through scaled experiences. We’re evolving the team as we transform our support experiences to serve more users, across more products and countries more efficiently. The Scaled Support and Education team 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 team contributes to go-to-market efforts by preparing all communication that is disseminated through these platforms, including video and graphic production, provides reactive support at scale, builds relationships with forum contributors to support communities, and is critical to elevating user issues to cross-functional teams.

As the Lead, you will help shape this team as it grows, cultivate team culture, while providing operational excellence and oversight to execute on the organizational and YouTube level goals. You will have the opportunity to shape our products and scaled support experiences to ensure all users feel heard and supported by YouTube.

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.

**Responsibilities**:

- Lead the Scaled Support and Education Asia Pacific (APAC) team through building team culture, cross-team goals, shared best practices, and cross-team efficiencies.
- Own the APAC strategy and performance of all support Key Performance Indicators (KPIs) through continuous improvement and operational excellence.
- Partner with the Global Scaled Operations team responsible for Vendor Operations in APAC to ensure delivery on support KPIs and cost mitigation initiatives.
- Collaborate with APAC and Global YouTube stakeholders (Product, Marketing, Support, and Policy) proactively on developing initiatives that drive user happiness and success.

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.