Outreach Operations Specialist – Youtube – Portuguese
| Company | |
|---|---|
| Location | Los Angeles, CA, USA, San Bruno, CA, USA |
| Salary | $108000 – $155000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in operations or business management, and vendor management.
- 5 years of experience using analytics or applying project management tools for business issues.
- Ability to communicate in Portuguese fluently to support external local users in South America, and with internal partners in Brazil and Mexico.
Responsibilities
- Own sensitive, high-consequence escalations by thoroughly investigating creator/consumer issues and developing bespoke communication strategies via email, social, and phone that mitigate security and brand risks to YouTube.
- Develop deep connections with regional teams to support and consult in complex creator escalations. Identify workflow gaps to improve creator escalations that ensure full de-escalation in a timely manner.
- Serve as a consultant to cross-functional stakeholders on product/policy changes, and own difficult conversations with internal stakeholders.
- Operate as an Incident Manager on select weekends to own highly sensitive escalations requiring immediate support.
Preferred Qualifications
- Certification in Project Management (e.g., PMP, Six Sigma, etc.).
- Experience in cost, quality, and relationship management with excellent investigative and problem solving skills.
- Experience in risk and change management.
- Ability to build stakeholder relationships in a changing environment.
- Ability to communicate in Spanish fluently to support external local users in South America, and with internal partners in Brazil and Mexico.