Quality Program Manager, Industry Operations

Job Description

YouTube Industry Operations 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 Quality Program Manager, you will equip agents to help our end-users by providing scaled learner-centric training and knowledge management strategies and solutions. You will 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.

Resonsibilities:
• Design, implement, and program-manage process excellence framework to ensure user delight and operational excellence.
• Develop and implement new processes and ensure continuous improvement of existing business processes.
• Work with global partners and functional business partners to establish efficient and consistent processes, and seamless process execution globally.
• Monitor performance, and collect and analyze data in order to recognize process inefficiencies and potential problem areas.

Qualifications:

Minimum qualifications:
• Bachelor's degree or equivalent practical experience.
• 5 years of experience designing and managing cross-functional processes.
• Experience creating vendor workflow processes that manage, monitor, and audit performance and inform future training, knowledge creation, and quality controls.

Preferred qualifications:
• MBA.
• Six Sigma Certification.
• Experience in project management.
• Solid analytical skills and structured problem-solving capabilities.

Jobcode: Reference SBJ-g4wexy-3-145-186-6-42 in your application.