Performance Lead, AI Agent

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.

• Establish and manage the core KPIs for the AI Agent
• 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, delivering 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 analytical findings into clear, actionable insights for PSM, Engineering, and Leadership to drive the overall AI support strategy

• 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
• Familiarity 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 complex data into actionable insights

• Translate complex conversational and performance data into actionable insights
• Develop new measurement frameworks to improve AI agent operations
• Conduct discrete modeling on new AI capabilities and prompt changes to forecast their impact on containment, user satisfaction, and escalations
• Communicate complex findings to both executive leadership and stakeholders
• Apply expertise in business and data analytics, including statistical methods and research fluency, to design and evaluate A/B experiments on prompts and conversational flows

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.