Analyst, Social and Escalations, Operational Metrics and Performance
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This role may also be located in our Playa Vista, CA campus.
Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: New York, NY, USA; Los Angeles, CA, USA; San Bruno, CA, USA.Minimum qualifications:
- Bachelor’s degree in Mathematics, Statistics, Computer Science, Economics, Business Administration, or equivalent practical experience.
- 6 years of experience in data analytics, business intelligence, or operations analysis within a global organization.
- Experience in SQL and building datasets to manage operational insights.
Preferred qualifications:
- Experience designing and maintaining automated dashboards and reporting suites using tools like Tableau or Looker.
- Experience with capacity planning and workforce management modeling for 24/7 scaled operations.
- Experience integrating artificial intelligence or automated analytical techniques into reporting workflows to drive scalable, real-time business insights.
- Familiarity with the YouTube product ecosystem, content policy, or scaled escalation environments.
- Ability to standardize definitions and metrics across disparate operational workstreams.
- Demonstrated capability in managing data governance and enabling self-service analytics for non-technical partners.
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.
As the Analyst for Operational Metrics and Performance within the Social and Escalation Operations team, you will provide the business with accurate, real-time visibility into operational health, social and escalation queue stability, and staffing capacity. You will be the architect of our data-driven decision-making process, designing the metrics that measure our success and ensuring our global teams have the insights they need to stay ahead of sensitive escalations, and inform product teams on scaled support trends.
Your role is critical in enabling the organization to access complex data easily and identify the trends necessary to inform performance assessments and strategic shifts. You will bridge the gap between raw data and actionable intelligence, automating reporting workflows and standardizing operational definitions across our entire support ecosystem.
US: $148000 - $214000 (USD) + 15% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Own the design and strategy for metrics across all operations, standardizing definitions for critical Key Performance Indicators (KPIs) such as handling times, backlog, and Service-level agreement (SLA) to ensure global consistency.
- Develop and maintain the social and escalation operations capacity tracking model to provide accurate forecasting and ensure proper and fair staffing allocations.
- Lead the automation and maintenance of regular reporting and insight generation for the organization, ensuring seamless cross-functional visibility into operational health and performance trends.
- Provide leadership and stakeholders with real-time visibility into queue stability and incoming volume spikes to ensure rapid response to critical escalations.
- Enable the organization, including Product Leads, to easily access self-service data and identify trends required to inform their respective product areas.
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