Posted by YouTube’s user base is growing and changing, presenting unique challenges and opportunities to support over a billion monthly users globally. Fast-paced, dynamic, and proactive, the YouTube Support team provides seamless, brilliant support to our content creators, advertisers, and viewers on all platforms around the world.
Outreach Operations Specialist, YouTube (French) – UK
Job Responsibilities
Handle sensitive escalations, investigate emerging issues, and proactively engage with at-risk creators and users and own the end to end process of managing an incident escalation to resolution.
Organize and implement cross-functional initiatives, ensuring alignment with broader operations efforts.
Develop deep connections with regional teams to support and consult in difficult or threatening creator situations.
Serve as a consultant to cross-functional stakeholders on product/policy changes and handling difficult conversations.
Optimize our incident operation workflows and manage the execution of program features and workflows, including interdependencies and opportunity areas.
Minimum qualifications:
Bachelor’s degree or equivalent practical experience.
Customer support or client services experience.
Ability to speak and write English and French fluently.
Preferred qualifications:
Experience in crisis/escalation management, policy communication
Ability to function well in high-pressure situations, leading stakeholders and driving consensus across all experience levels (junior stakeholders to VPs).
Strong bias towards action and challenging the status quo to build more effective and efficient incident management functions
Empathy and emotional intelligence skills, with motivation to help partners troubleshoot and resolve issues.
Willingness to work outside normal business hours on occasion to support a extremely sensitive incidents.