Performance Lead, AI Agent

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in an analytical role in customer operations or for an AI/ML product.
• 5 years of experience in manipulating datasets and conducting analyses using SQL and Python.
• Experience creating executive communications (e.g., memos, slide decks, etc.) and presenting to non-technical/analytics audiences.

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
  
• Experience in data analysis and modeling, specifically for AI/ML products, including forecasting and predictive modeling.
• Experience developing Key Performance Indicators (KPIs) and measurement frameworks for Large Language Models (LLMs) or other generative AI products.
• Experience with experimental design (A/B testing) in the context of conversational AI or user-facing ML products.
• Ability to navigate ambiguity, manage projects, and drive issues to resolution.
• Excellent communication and presentation skills, with the ability to translate data into actionable insights.

Our goal is to ensure millions of creators and partners on YouTube have easy access to comprehensive support when and where they need it—a mission we are increasingly scaling through our AI agent—and to allow our creators’ voices to help shape product solutions.

In this role, you will drive data-driven decision-making to enhance the creator experience on YouTube. You will translate conversational and performance data into actionable insights, using problem-solving skills to identify key drivers of AI performance and solve defined business problems in automated support. You will also develop new measurement frameworks to improve AI agent operations and address future needs.

You will contribute to planning, defining objectives, and developing novel Key Performance Indicators (KPIs) specifically for Large Language Model (LLM) based support, providing data-backed recommendations. You will conduct discrete modeling on new AI capabilities and prompt changes to forecast their impact on containment, user satisfaction, and escalations, using historical data to improve accuracy. You will influence teams and build cross-functional relationships to align resources and drive projects forward. You will communicate with both executive leadership and stakeholders, driving an understanding of AI performance and opportunities.

Finally, you will apply your expertise in business and data analytics, including statistical methods and research fluency, to design and evaluate A/B experiments on prompts and conversational flows, and conduct advanced analyses to optimize the AI journey for creators across YouTube.

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.

• Establish and manage the core KPIs for the AI Agent, including novel LLM-based metrics for quality and satisfaction.
• Analyze performance and conversational data to identify optimization opportunities and provide data-driven recommendations that shape the product roadmap.
• Structure and interpret A/B tests on prompts and conversational flows, deliver clear impact analyses to guide AI development and improve performance.
• Build forecasting models to project the impact of new AI capabilities and analyze pre and post-launch data to measure their actual effect.
• Translate investigative findings into clear, actionable insights for Process Safety Management (PSM), Engineering, and Leadership to drive the overall AI support strategy.