Applied AI Insights Lead, Creator and Consumer Experience Operations, YouTube

About the job

The mission for Creator and Consumer Experience Operations (CCXO) at YouTube is to give everyone a voice and show them the world, by removing everything that stands in their way. We meet user needs with moments of delight, education and growth, helping Creators to scale their ambitions and Consumers to deepen their engagement. Powered by AI and human empathy, we deliver One YouTube: an experience that is preemptive, personal, and easy across every product, channel and surface.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.

Responsibilities

• Own the end-to-end measurement strategy for agentic experience metrics, including quality, resolution, and sentiment. Own the methodology, supporting data integrity and setting global performance benchmarks.
• Define AI-driven support measurements and evaluations. Develop next-generation measurement frameworks to score agentic interactions, ensuring that the AI/LLM solutions are held to the highest standards of trust, user effort, accuracy, and fluency. Transition from traditional operational metrics (e.g., Containment) towards measures that provide greater insight into a user’s experience.
• Build and own models that tie qualitative user experience to business outcomes. Establish the correlation between upstream journey health (e.g., Resolution, Sentiment) and downstream growth metrics (e.g., sign-up rate, customer lifetime value).
• Identify opportunities to improve AI support interactions and improve journey health through unit-of-one experiences. Work cross-functionally to support the implementation, evaluation, and assessment of these capabilities.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in customer or consumer support operations within a B2C, technology, consulting, financial services, or media industry.
• Experience leveraging AI analytics, predictive modeling, or large language models (LLM) to streamline customer journeys and automate service workflows.

Preferred qualifications:

• Experience working with agentic platforms.
• Experience building automated pipelines, AI-assisted workflows, and interactive simulation or self-serve data applications (using Python, SQL/BigQuery, and APIs).
• Understanding of consumer behavior and user experience principles.
• Ability to develop and implement consumer support strategies and solutions either in a B2C company or at a consulting firm, ideally in the media, internet or e-commerce industries.
• Ability to effectively influence and drive change with cross-functional stakeholders at all levels of management, including senior-level executives.
• Excellent leadership, communication, business judgment, modeling, spreadsheet and presentation software skills.

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in customer or consumer support operations within a B2C, technology, consulting, financial services, or media industry.
• Experience leveraging AI analytics, predictive modeling, or large language models (LLM) to streamline customer journeys and automate service workflows.