Manager, Help Content and Creator Education

$130,000 - $194,000/Yr

YouTube - San Bruno, CA

Full-time - Mid Level

San Bruno, CA

Broadcasting and Content Providers

About the position

The YouTube Support Operations (YTSO) team is dedicated to enhancing user experiences on YouTube by providing comprehensive support and strategic resources. The Scaled Comms & Escalations (SCE) organization focuses on delivering support to a diverse range of YouTube users through various platforms, ensuring effective communication and management of content across scaled support surfaces. The Help and Creator Education (H/EDU) team plays a crucial role in content production and management, collaborating with multiple departments to ensure timely and accurate support communications, especially during critical updates or policy changes.

Responsibilities

• Manage a team responsible for the execution of scaled communications for both Go-To-Market and non-Go-To-Market initiatives.
• Collaborate effectively across a complex Creator Ecosystem including High Touch Support, Product Activation, Trust and Safety, Legal, Marketing, and Visual Communications.
• 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.

Requirements

• 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.

Nice-to-haves

• 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).

Benefits

• Base salary range of $130,000-$194,000
• Bonus
• Equity
• Comprehensive benefits package