Program Manager, Quality and Continuous Improvement

Job Description

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.

In this role, you will lead the quality assurance program to ensure excellence in vendor operations. You will set standards for operational quality and processes, ensuring all vendor sites meet and exceed these goals. You will collaborate with Operations experts to continuously refine the operational framework, enhancing both user experience and the quality of results. Additionally, you will be involved in ongoing operations by analyzing the impact of key metrics. You may be exposed to graphic, controversial, and sometimes offensive video content during team escalations in accordance with YouTube's Community Guidelines.

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.

Resonsibilities:
• Build or support a global quality program, driving consistency and continuous improvement across workflows or processes.
• Improve key performance indicators by evolving the quality assurance system to better identify, measure, and improve opportunities in processes, tools, and training.
• Build relationships with executive members of cross-functional organizations to represent what agent skills drive effective performance.
• Work alongside YouTube's Product, Enforcement, and Partner teams to prepare for product launches and keep pace with product and policy changes.

Qualifications:

Minimum qualifications:
• Bachelor's degree or equivalent practical experience.
• 5 years of experience in program management, stakeholder management, or operations.

Preferred qualifications:
• Experience collecting, synthesizing, analyzing, and visualizing sources of data to deliver insights and form recommendations that improve operational efficiency.
• Experience in quality management principles like Six Sigma, Total Quality Management, or Customer Operations Performance Centre (COPC).
• Experience with dashboard tools such as SQL, Datastudio, or Tableau.
• Experience in large-scale program management, aligning programs to business strategies, delivering beneficial results, communicating with stakeholders, governing program activities, and supporting integral program processes.
• Ability to work with our partners (e.g., vendor operations and service center agents) in a positive, productive way that encourages collaboration.
• Excellent project management skills.

Jobcode: Reference SBJ-d260o2-3-18-110-214-42 in your application.