Workforce Solutions Lead

About the job

YouTube’s Social, Community and Escalation Operations team works 24/7 at the forefront of online engagement, managing both public conversations and sensitive user interactions. We are the brand's voice on social and community channels, actively shaping public discourse, fostering community growth, and scaling support. Simultaneously, we protect brand reputation and user safety through direct outreach and expert escalation management for sensitive and security-related issues.

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

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Responsibilities

• Serve as primary owner for internal escalation tools, dashboards, and scripts, monitoring health metrics and resolving technical defects with engineering.
• Author and maintain comprehensive technical playbooks, architecture guides, and user documentation to support internal system operations.
• Administer cross-functional escalation forms and logic, ensuring accurate data collection and seamless integration with downstream systems.
• Build and maintain frameworks that map intake entry points directly to components, utilizing ticket trends to optimize taxonomy.
• Architect weekend/holiday paging models including scheduling, severity alerting, and escalation pathways while optimizing the cider scheduling tool.

Qualifications

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 4 years of experience in App Script, dashboarding and building pipelines.
• 4 years of experience in SQL and Data Visualization (e.g., Looker, Tableau, Power BI, or similar technologies).

Preferred qualifications:

• 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, or native paging systems).
• Experience in scripting and data tools (e.g., Apps Script, Python, SQL) for workflow automation and queue analytics.
• Knowledge of operational scripting, form logic engines, and data mapping frameworks.
• Excellent cross-functional communication skills with the ability to collaborate across global time zones.