Workforce Solutions Lead, YouTube

YouTube; Bengaluru; On-site; INR 1,200,000 - 2,300,000; Full time

Job summary

YouTube’s Social, Community and Escalation Operations team at Google works 24/7 to manage 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.

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

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).

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.

Skills

Apps Script

Dashboarding

Data pipelines

SQL

Education

Bachelor's degree

Tools

Looker

Tableau

Power BI

Jira

Buganizer

PagerDuty

Opsgenie

Job description

• 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.
  

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.

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.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy , Know your rights: workplace discrimination is illegal , Belonging at Google , and How we hire .

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.