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Program Manager (Scaled Operations), YouTube
Overview
Job Description
Minimum qualifications: + Bachelor's degree or equivalent practical experience. + Experience in business process and project management. Preferred qualifications: + People management experience. + Experience managing vendors or other large scale call centers. + Consumer support operations experience. + Experience in support operations. + Effective leadership, management, communication and collaboration skills. Fast-paced, dynamic, and proactive, YouTube's Trust & Safety team is dedicated to making YouTube a safe place for users, viewers, and content creators around the world to belong, create, and express themselves. Whether understanding and solving their online content concerns, navigating within global legal frameworks, or writing and enforcing worldwide policy, the Trust & Safety team is on the frontlines of enhancing the YouTube experience, building internet safety, and protecting free speech in our ever-evolving digital world. As the Program Manager for YouTube Scaled Operations, you will have ownership and be accountable for the development and scaling of content operations workflows in close partnership with one or more outsourced vendors and various internal operations teams. You will be responsible for new process and service implementation, development of operational plans, critical issue resolution, business reviews and internal operations program management. You will also contribute to the long-term operational strategy and service delivery model and continuous improvements of business processes. 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. + Manage the scaled solution strategy for the verticals to ensure all operations are ready for launches. + Be accountable for your business's key performance indicators and responsible for implementing strategies that address customer support/user experience issues and drive business success. + Lead teams globally for your products to develop. Manage project plans that address areas of customer dissatisfaction and other issues identified during business reviews and analyses. + Work closely with various internal groups to understand business requirements, implement new processes and contribute to ongoing process improvements. + Identify and improve program performance metrics on a quarterly basis. Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form.