Quality Program Manager, Global Vendor Operations

Job Description

The Global Vendor Operations organization oversees vendor operations for all of YouTube. These vendors provide support to all YouTube users (e.g., viewers, paid users and subscribers, and creators, artists and media companies) globally, across all YouTube products.

As a Quality Program Manager, you will help steer the quality assurance program to ensure quality in vendor operations. You'll set the standards for operational quality and processes, ensure all vendor sites meet and exceed those goals. Partnering with Operations experts, you'll continuously fine tune the operational framework to improve 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.

The US base salary range for this full-time position is $129,000-$191,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

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 senior members of cross-functional organizations to represent what agent skills drive strong performance.
• Work alongside YouTube's product 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
• Operations Six Sigma, COPC, or LEAN certification
• 3 years of program management experience
• 3 years of experience with global operations in an outsourced business/shared services environment in customer support and or sales quality function

Preferred qualifications:
• Experience collecting, synthesizing, analyzing, and visualizing complex sources of data, ultimately used to derive insights and form recommendations to improve operational efficiency and efficacy
• Domain expertise in quality management principles (e.g., Six Sigma, Total Quality Management, or COPC)
• Familiarity with dashboard tools (e.g., SQL/Dremel, Datastudio, or Tableau)
• Ability to work with vendor operations/agents in a positive, productive way that encourages collaboration
• Excellent project management skills (e.g., ability to plan, coordinate, and execute assigned tasks)

Jobcode: Reference SBJ-gk05o0-18-217-84-171-42 in your application.