Quality and Continuous Improvement Program Manager

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.

Fast-paced, dynamic, and proactive, YouTube's Trust and 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 and Safety team is on the front lines of enhancing the YouTube experience, building internet safety, and protecting free speech in our ever-evolving digital world.

As a Quality and Continuous Improvement Program Manager, you will help guide the quality assurance program to ensure quality in vendor operations. You'll set the standards for operational quality and processes, ensuring all vendor sites meet and exceed those goals. By partnering with Operations experts, you'll continuously tune the operational framework to improve user experience and quality of the results. You'll work with ongoing operations by performing analysis on the impact of key metrics.

This role may occasionally review graphic, controversial, and sometimes offensive video content during team escalations in line with YouTube's Community Guidelines. This role could also potentially require some on-call work on a rotational basis.

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 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 strong 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.
• 3 years of experience in program management, stakeholder management, or operations.

Preferred qualifications:
• MBA or Master's degree.
• Expertise in quality management principles like Six Sigma, Total Quality Management, and/or COPC.
• Experience collecting, synthesizing, and analyzing sources of data to derive insights and form recommendations that improve operational efficiency and efficacy.
• Proficient in SQL.
• Ability to work with our partners (i.e., vendor operations and vendor agents) in a positive, productive way that encourages collaboration.
• Solid project management skills (e.g., able to plan, coordinate, and execute assigned tasks).

Jobcode: Reference SBJ-gq94w1-3-135-219-166-42 in your application.