Applied AI Insights Lead — AI CX Metrics & Strategy

Google LLC; New York (NY); On-site; USD 140,000 - 204,000; Full time

Job summary

Google, specifically YouTube's Creator and Consumer Experience Operations, seeks an Applied AI Insights Lead to own agentic AI support measurement and insights. You will partner with AI, design, data science, and engineering teams to define metrics and drive cross-functional AI initiatives.

You\'ll shape how agent quality, resolution, and user experience are measured, influencing product decisions and consumer journeys across YouTube\'s ecosystem.

Qualifications

• 8+ years in customer or consumer support operations in B2C/tech/media.
• Experience using AI analytics, predictive modeling, or LLMs to improve journeys.
• Ability to influence cross-functional stakeholders at all levels.
• Strong leadership, communication, and data-driven decision making.

Responsibilities

• Own measurement strategy for agentic experiences and user sentiment.
• Define AI-driven metrics and transition to insight-focused measures.
• Build models linking journey health to business outcomes.
• Collaborate across teams to implement AI support capabilities.

Skills

8+ years customer ops experience

AI analytics

LLM workflows

Cross-functional collaboration

Tools

Python

SQL/BigQuery

APIs

Job description

Google, specifically YouTube's Creator and Consumer Experience Operations, seeks an Applied AI Insights Lead to own agentic AI support measurement and insights. You will partner with AI, design, data science, and engineering teams to define metrics and drive cross-functional AI initiatives.

You\'ll shape how agent quality, resolution, and user experience are measured, influencing product decisions and consumer journeys across YouTube\'s ecosystem.