Program Manager, Quality and Continuous Improvement @ Google - New York, NY

Job Overview

a month ago

Program Manager, Quality and Continuous Improvement

Google - New York, NY

This role may also be located in our Playa Vista, CA campus.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: New York, NY, USA; Los Angeles, CA, USA; San Bruno, CA, USA.

Minimum qualifications:

  • Bachelor's degree or equivalent practical experience
  • 3 years of experience managing cross-functional projects with and of delivery and impact at scale in organizations


Preferred qualifications:

  • Professional experience with Social Support
  • Experience engaging senior-level management on complex business concepts through identifying needs of stakeholders and working cross-functionally to drive successful implementation and delivery, tracking outcomes, and evolving based on results
  • Experience collecting, synthesizing, analyzing, and visualizing complex sources of data to derive insights and form recommendations that improve operational efficiency and efficacy
  • Experience with operational process design, implementation and improvement
  • Experience working in scaled operations
  • Outstanding ability to synthesize key results and present to executive audiences with excellent written and verbal communication skills

About the job

YouTube's user base is growing and changing, presenting unique challenges and opportunities to support over a billion monthly users globally. Fast-paced, dynamic, and proactive, the YouTube Support team provides seamless, brilliant support to our content creators, advertisers, and viewers on all platforms around the world. Our goal is to ensure users have easy access to comprehensive support when and where they need it, and to allow our users’ voices to help shape product solutions.

As a member of the Support team, you'll analyze top issues facing our users and content creators, work with cross-functional teams to resolve them, and help manage support operations. Whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide stellar support, you'll drive reach, satisfaction, and resolution — making YouTube an exceptional user experience for everyone.

In this role, you'll lead process implementation, audit vendor and vertical implementation, and contribute to the long-term operational strategy and support model.

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.

Responsibilities

  • Establish and improve Key Performance Indicators to better identify, measure, and improve processes, tools, training, and quality.
  • Develop and deploy both improvements and strategies in partnership with Operations experts and global vendor teams.
  • Build relationships with senior members of cross-functional organizations to represent what skills drive effective performance.
  • Improve processes for curriculum design, continuous learning, and measuring training efficacy.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

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