18 Aug
Program Manager, Scaled Operations, Trust and Safety, YouTube
California, Sanbruno 00000 Sanbruno USA

Vacancy expired!

Minimum qualifications:

Bachelor's degree or equivalent practical experience.

Experience in business process improvement and project management.

Preferred qualifications:

Experience directly managing vendors or other large scale call center experience.

Experience in support operations, with accountability to measurable output in a continuous improvement environment.

Experience working in Trust and Safety

Exceptional leadership, management, communication and collaboration skills.

Comfortable managing executive escalations

Effective analytical and problem solving capabilities.

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.The YouTube Global Scaled Operations (GSO) team develops practical and innovative ways to address some of the most complex business challenges to keep YouTube thriving. We anticipate how decisions are made, persistently explore and uncover the business needs of our key clients, and understand how our range of product and service offerings can enable their business success. We also lead the global vendor strategy across all organizations, manage business risks, ensure we have great agreements and deliver amazing client experiences for YouTube’s customers and partners. Using influencing and relationship-building skills, we provide YouTube-caliber client service, legal guidance, research, and market analysis.As a Program Manager, you will be focused on boosting engagement, setting clear governance, coordinating launches, and helping to drive workflow optimization. You will be managing the scaled solution strategy for the vertical of Support to ensure all end-to-end operations are ready for launches and product and service changes.This role 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.

Be accountable for your business’s key performance indicators and implement strategies that address customer support/user experience issues and drive business success.

Lead teams globally for your products to develop and 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.

Utilize database query, analytics, and reporting tools to create quantitative justifications for proposed solutions. Interface with Product Managers and Engineering teams to negotiate support for necessary tooling and system changes.

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.

Vacancy expired!


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