Manager, Help Content and Creator Education, YouTube

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: San Bruno, CA, USA; New York, NY, USA; Los Angeles, CA, USA; Atlanta, GA, USA.

Minimum qualifications:

1. Bachelor’s degree or equivalent practical experience
2. 7 years of experience in content operations, content strategy, or equivalent
3. 3 years of experience managing people or teams

Preferred qualifications:

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

About the job:
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 collaborates across the SCE organization to ensure Go-To-Market support communications are prepared and disseminated, and provides reactive support due to critical errors or policy changes.
Responsibilities:

1. 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).
2. Collaborate effectively across a complex Creator Ecosystem including High Touch Support (HTS), Product Activation, Trust and Safety (TNS), Legal, Marketing, and Visual Comms.
3. 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.
4. Ensure content production across digital platforms and surfaces are aligned with H/EDU Content Operations and Style Guides.

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