Join YouTube's Social, Community, and Escalation Operations team, operating 24/7 at the forefront of online engagement. We are the brand's voice, shaping public discourse, fostering community growth, and scaling support. Simultaneously, we safeguard brand reputation and user safety through direct outreach and expert escalation management for sensitive and security-related issues.

As the Workforce Solutions Lead in GEM Intel and Ops, you will drive operational execution, tooling stability, and intake automation across global workforce operations.

Serve as the primary owner for internal escalation tools, dashboards, and scripts, actively monitoring health metrics and resolving technical defects with engineering teams.

Develop and maintain comprehensive technical playbooks, architecture guides, and user documentation to support internal system operations.

Administer cross-functional escalation forms and logic to ensure accurate data collection and seamless integration with downstream systems.

Build and maintain frameworks that map intake entry points directly to components, leveraging ticket trends for taxonomy optimization.

Architect weekend/holiday paging models, including scheduling, severity alerting, and escalation pathways, while optimizing the cider scheduling tool.

A Bachelor’s degree or equivalent practical experience is required.

Four years of experience in App Script, dashboarding, and building data pipelines are essential.

Four years of experience with SQL and Data Visualization tools such as Looker, Tableau, or Power BI is necessary.

Preferred qualifications include experience managing issue-tracking frameworks (e.g., Buganizer, Jira) and intake automation workflows. Experience designing follow-the-sun operational coverage models or on-call paging integrations (e.g., PagerDuty, Opsgenie) is a plus. Proficiency in scripting and data tools (e.g., Apps Script, Python, SQL) for workflow automation and queue analytics is beneficial. Knowledge of operational scripting, form logic engines, and data mapping frameworks is desirable. Excellent cross-functional communication skills are vital for collaborating across global time zones.