Analyst, Social and Escalations, Operational Metrics and Performance

Analyst, Social and Escalations, Operational Metrics and Performance

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corporate_fareGoogleplaceNew York, NY, USA; Los Angeles, CA, USA; +2 more; +1 more

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Mid

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

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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 brands 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.

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

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.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Googles 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 Googles 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.