We are looking for a Performance Lead to join our team
Minimum qualifications:
- Bachelor’s degree in a quantitative discipline (e.g., Statistics, Computer Science, Physics, Operations, Engineering), or equivalent practical experience.
- 5 years of experience in a technical project management or a customer-facing role.
- 2 years of experience in managing data sets and conducting data analysis using SQL and Python.
- Experience with contact center forecasting, workforce management, voice analytics, and performance management.
Preferred qualifications:
- Experience creating executive communications (e.g., memos, slide decks, etc.) and presenting to non-technical/analytics audiences.
- Experience in Business-to-Consumer (B2C) and direct-to-consumer businesses or understanding of consumer behavior and user experiences.
- Experience in delivering business recommendations in a fluid environment , either in a B2C company or at a consulting firm, ideally in the media/internet/ecommerce industries.
- Ability to work independently and as part of a team.
- Excellent modeling, spreadsheet software and presentation software skills.
Responsibilities
- Act as a trusted advisor to the operations team, offering data-driven insights and strategic recommendations to help modernize YouTube’s consumer support experience on both a daily and next horizon basis.
- Implement reporting solutions and forecast models to project staffing needs, improve issue resolution and drive consumer engagement.
- Identify improvements to critical user journeys and experience design opportunities.
- Oversee contact volume forecasting and accuracy.
- Set business requirements for new metrics and data tables, verify and validate output in partnership with cross-functional teams.
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