Director, Creator Success Operations, Americas, YouTube

$253,000 - $363,000/Yr

YouTube - San Bruno, CA

Full-time - Director

San Bruno, CA

Broadcasting and Content Providers

About the position

As the Director of Creator Success Operations for the Americas at YouTube, you will lead a team dedicated to providing support to the largest and most strategic YouTube partners in the region. This role involves managing relationships with key stakeholders, ensuring effective communication and resolution of escalations, and integrating feedback into operational strategies. You will oversee a team that delivers various support services, including email, live chat, and phone support, while fostering a culture of operational excellence and collaboration across multiple departments.

Responsibilities

• Oversee the team responsible for supporting strategic Creators across the Americas.
• Coach and develop the team, and build a strong, resilient culture of operational excellence.
• Lead Partner Operations Manager team to ensure consistent delivery on 1:1 support KPIs and effective feedback loops to inform broader product and policy improvements.
• Collaborate with YouTube stakeholders (Product, Engineering, Partnerships, Marketing, and Policy) on developing initiatives that drive efficient creator happiness and success.

Requirements

• 15 years of operations experience in leading front line customer success operations and gathering front line insights.
• Experience growing and developing multi-regional teams.
• Experience leading strategy and operational cross-functional initiatives.
• Experience leading business-to-business support operations at scale.

Nice-to-haves

• Experience building out solutions to support users at scale and across numerous platforms and products.
• Experience leading teams through change with examples of identifying opportunities and driving change with cross-functional teams.
• Strong operational accuracy and ability to balance between details and higher level implications of critical business issues.

Benefits

• Base salary range of $253,000-$363,000 + bonus + equity + benefits.