Director of User Journey Development
6 days ago
We are seeking a highly experienced professional to lead our efforts in developing and implementing consumer support solutions for our vast and diverse paid user base.
As the Head of Consumer Experience Solutions, you will be responsible for overseeing the modernization of our consumer journeys, which will help prospects and subscribers to our various services, including YouTube TV, YouTube Music, and YouTube Premium.
You will work closely with cross-functional teams to develop and implement consumer experiences and innovations, including user journeys, internal processes, and tools, to ensure a seamless and positive experience for all YouTube users and subscribers.
The ideal candidate will have a deep understanding of consumer behavior, journey design, and consumer support operations, as well as experience in building those capabilities at a large-scale organization.
Key Responsibilities:- Oversee the development and implementation of consumer support solutions, including user journeys, internal processes, and tools.
- Lead the identification, execution, and sustaining of solutions based on user/partner/client business objectives and technical requirements.
- Review trends of solution issues across users/partner/clients and collaborate with internal teams to mitigate risks in the future.
- Oversee the development of technical or non-technical solutions based on user/partner/client business objectives that are compliant with legal requirements.
- 15 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
- 7 years of experience in a technical leadership role with/without direct reports.
- Excellent ability to effectively influence, communicate, and drive change with cross-functional stakeholders at all levels of management.
- Excellent financial modeling, spreadsheet software, and presentation software skills along with business judgment.
Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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