Performance Lead, YouTube Support Operations

Minimum qualifications:

• Bachelor's degree in Engineering, Math, Quantitative Science, or related technical field, or equivalent practical experience.
• 1 year of experience working in data analytics, consulting, data science, engineering, or a technical operations role.
• 1 year of experience in statistical problem-solving and analyzing data sets using SQL or comparable coding language (e.g., Python, R, Java, C++).

Preferred qualifications:

• Experience converting data into insights and enabling the team to deploy learnings.
• Experience creating executive communications (e.g., memos, slide decks, etc.) and presenting to non-technical audiences.

Responsibilities

• Collect, analyze, and interpret complex product, support, and business operations data to identify trends, patterns, and areas for improvement, and to monitor A/B testing and experiments.
• Define, track, and report on key performance indicators (KPIs) related to support channel effectiveness, user behavior, and support system performance, and communicate these insights.
• Identify opportunities to optimize support processes and recommend data-driven solutions with an understanding of underlying systems and technical constraints.
• Partner with product managers, engineers, and support teams to ensure data-driven decisions are integrated into product development and support operations, and communicate technical information to non-technical audiences.