Performance Lead, AI Agent, YouTube

Businesses of all shapes and sizes rely on Google’s unparalleled advertising solutions to help them grow in today's dynamic marketing environment. You bring a passion for sales, knowledge of online media, and commitment to maximize customer success. You act like an owner, move with velocity through change, finding innovative and strategic ways to consistently deliver extraordinary and incremental outcomes for both Google and your customers. You build trusted relationships with customers, uncovering their business needs and translating them into powerful solutions to achieve their most ambitious goals. You achieve as a team with sellers, shape the future of advertising in the AI-era, and make a real impact on the millions of companies and billions of users that trust Google with their most important goals.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

Responsibilities

• Provide thought leadership in strategic planning, objective setting, KPI development, and overall performance for the AI Agent's business domain.
• Serve as a trusted advisor, providing insights and strategic recommendations to optimize YouTube’s creator support experience.
• Develop and implement analytical reporting solutions and forecasting models to project AI containment rates, user satisfaction scores, and the downstream impact of AI launches on human support queues.
• Identify and drive improvements to critical AI-led user journeys and conversational design. Set business requirements for novel LLM-based metrics and data tables, ensuring validation and alignment with business needs.
• Partner effectively with business leaders, AI PSMs, Global Vendor Operations, BizTech, etc. Translate AI capability launches and pilots.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in a technical project management or customer-facing role.

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
  
• 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
  
• Experience in data analysis and modeling, specifically for AI/ML products, including forecasting and predictive modeling.
• Experience developing KPIs and measurement frameworks for Large Language Models (LLMs) or other generative AI products.
• Familiarity with experimental design (A/B testing) in the context of conversational AI or user-facing ML products.
• Excellent communication and presentation skills, with the ability to translate complex data into actionable insights.