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

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

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

Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

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.

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.

In this role, you will own the measurement and insights of CCXO’s consumer-facing Agentic AI support agent, as well as other related AI-based capabilities. You are responsible for defining how Google measures the performance of Agentic experiences–including measuring agent quality, resolution, and user experience–and partnering with AI business, design, journey measurement, data science, and engineering teams to develop new capabilities. You will pursue analyses to better assess the performance and experience of the virtual agents and collaborate with partner teams to implement, and lead and own cross-functional strategic initiatives related to delivering great AI experiences, including LLM intent identification and taxonomy, personalization signals, and route-to-value implementation.

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $140000 - $204000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

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.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google's Applicant and Candidate Privacy Policy.

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.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

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.