Knowledge and Training Lead, Industry Operations

Job Description

YouTube Industry Operations, also known as the YouTube Vertical Ops team, is dedicated to ensuring that YouTube's customers, creators, and partners are supported through support operations, and is responsible for partnering with our stakeholders and vendors to meet the ever-changing needs of those who depend on our platform.

As a Knowledge and Training Lead, you will equip agents to help our end-users by providing scaled learner-centric training and knowledge management strategies and solutions. You analyze trends and future launches to anticipate training needs and advocate the continual improvement of the agent knowledge and training experience. Working with our cross-functional teams, you will create training project plans, review the design and development process, and coordinate with our partners to ensure smooth delivery to our service delivery centers. You will report training progress and evaluate the training to understand its effectiveness in preparing agents to provide quality service to our consumers.

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.

Jobcode: Reference SBJ-r1y85m-3-145-206-169-42 in your application.