Continuous Improvement Program Manager, Scaled Operations

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.

As a Continuous Improvement Program Manager, you will help steer the enablement team to develop and deploy scalable quality and training programs. You will partner with cross-functional stakeholders across enforcement, analytics, product, and data science to support a diverse set of key initiatives (e.g., establishing system quality, improving quality coverage, designing programs to support onboarding for sites, etc.). In this role, you'll set the standards for operational quality and ensure all partner sites meet and exceed those goals. You will partner with operations experts and continuously fine tune the training and quality framework to enhance the user experience and quality of the results.

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:
• Identify key training and quality operations pain points through quantitative and qualitative methods.
• Develop and deploy incremental improvements and strategies in partnership with operations experts and global vendor teams.
• Establish and improve key performance indicators to better identify, measure, and improve processes, tools, training, and quality.
• Build relationships with executive members of cross-functional organizations.
• 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.
• 3 years of experience in program management, operations, or management consulting

Preferred qualifications:
• MBA or Master's degree
• Experience collecting, synthesizing, and analyzing complex sources of data to derive insights and form recommendations that improve operational efficiency and efficacy.
• Experience engaging executive management on complex business concepts, identifying needs of stakeholders, and working cross-functionally to drive successful implementation, delivery, and tracking outcomes.
• Experience working in scaled operations or trust and safety operations.
• Experience with operational process design, implementation, and improvement.
• Ability to influence stakeholders (i.e., vendor operations and service center agents) and technical/cross-functional teams in a positive and productive way.

Jobcode: Reference SBJ-dyo4o0-18-220-66-151-42 in your application.