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 help steer the quality assurance program to ensure quality in vendor operations. You will set the standards for operational quality and processes, ensure all vendor sites meet and exceed those goals. Partnering with operations experts, you will continuously fine tune the operational framework to improve user experience and quality of the results. You will perform an in-depth search on the impact of key metrics. You may be exposed to graphic, controversial, and sometimes offensive video content during team escalations in line 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/Support a global quality program, driving consistency, and continuous improvement across workflows/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 complex sources of data to derive insights and form recommendations that improve operational efficiency and efficacy.
• Experience in quality management principles like Six Sigma, Total Quality Management, or COPC.
• Experience with dashboard tools such as SQL, Data Studio, or Tableau.
• Ability to manage programs, align programs to business strategies, deliver beneficial results, communicate with stakeholders, govern program activities, and support integral program processes.
• Ability to work with partners (e.g., vendor operations, service center agents) in a positive, productive way that encourages collaboration.
• Excellent project management skills (e.g., plan, coordinate, execute assigned task).

Jobcode: Reference SBJ-rvxkvj-18-118-226-10-42 in your application.