Join our dynamic Consumer Experience Operations team at YouTube and contribute to shaping the future of creator support. We're a collaborative unit working with Product, Engineering, and Data Science to enhance user pain points and elevate the overall support experience across key YouTube products like NFL Sunday Ticket, YouTube TV, Music, Premium, Shopping, and Fan Funding.

Our mission is to develop innovative, user-centric support solutions that meet the evolving needs of YouTube's vast user base. We focus on driving self-service tools, automated workflows, and empowering support agents with the necessary knowledge and skills for exceptional service delivery, ultimately boosting growth and retention.

At YouTube, we champion the power of voice and community. We empower individuals to share their stories and connect through shared passions. Working at the exciting intersection of technology and creativity, we move at the pace of culture, driven by a collective goal to showcase the world and solve real-world problems in a fun, collaborative environment.

Design robust technical architectures for AI-powered troubleshooting partners.

Leverage YouTube's support, policy, and troubleshooting data to enhance assistive experiences.

Define comprehensive entity schemas and interoperability interfaces for support lifecycle management with both first-party and third-party tools.

Establish and implement effective approaches for quality measurement and continuous improvement.

Collaborate with Studio UTLs and YouTube ATLs to evolve infrastructure, enabling advanced assistive creator experiences.

A Bachelor's degree or equivalent practical experience is essential.

Possess at least 8 years of software development experience, including proficiency in programming languages, data structures, and algorithms.

Bring a minimum of 3 years of experience in testing, maintaining, or launching software products, coupled with 1 year in software design and architecture.

Preferred qualifications include experience with applied Generative AI in scaled consumer applications, expertise in quality measurement for AI products, and a proven track record of significant individual contributions (L7 level).

An understanding of Google's AI technologies and strong teamwork and communication skills are highly valued.