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.


  • 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.

Similar Jobs

Case Manager for Community Guardianship Program


New York, NY

Enhance professional growth and development through participation in educational programs, current literature, in-services meetings and workshops.

Program Manager - Marketing PMO - Minnetonka, MN or Horsham, PA or Telecommute


Horsham, PA

Lead or contribute to the development of program or project scope statements, in consultation with applicable stakeholders (e.g. program/project charter,…

(Remote) Project Manager, Curation/Data Content


New York, NY

Prior experience as a media producer or content manager. Are you an experienced project manager or scrum master in curation and data content projects?

Senior Manager, Program Management


New York, NY

Our ideal candidate will play a vital part in leading our complex cross-functional and global programs across 6-8 scrum teams for Paramount+.

Lead Program Manager | Crosspod and Global TPgM


New York, NY

Coordinate program activities between the multiple projects without directly managing them, giving detailed attention to program strategy, project delegation,…

Global Sustainability & Climate- Senior Analyst


Philadelphia, PA

Preparing executive-level presentations of performance and programs. The position will support Global Sustainability & Climate:

Senior Program Manager | RTE


New York, NY

Coordinate program activities between the multiple projects without directly managing them, giving detailed attention to program strategy, project delegation,…

Materials Planning & Logistics Lead

Spark Therapeutics

Philadelphia, PA

The Materials Planning & Logistics Lead is responsible for leading and developing and managing the team responsible for execution of a materials planning,…

Program Coordinator - Global Programs

Rutgers University

Piscataway, NJ

Rutgers offers a comprehensive benefit program to eligible employees. Rutgers also offers a benefit program to eligible full-time postdoctoral fellow students.

Program Coordinator / Mental Health

Madison Ave Psychiatry

New York, NY

Coordinate TMS and SPRAVATO programs strictly following all protocols prescribed,. We offer a full spectrum of personalized services including medication…

Program Manager | Global Live Events Curation (Remote)


New York, NY

Manage content quality control (QC) efforts for live event testing with new Features: Track QC testing progress, send daily summary reports to stakeholders on…

VP Senior Program Manager


New York, NY

+ Large scale transit program experience. Many projects assigned are distinguished by their magnitude or program complexity, requiring that more than one person…

Senior Program Manager Analytics, Spectrum Enterprise


New York, NY

Maximize program results by mentoring a team of project managers or other project management teams. Drive complex programs through the development of program…

Program Coordinator (Monday - Friday 9:00 am - 5:00 pm with flexibility as needed)

Mental Health Connecticut Inc

Danbury, CT

Develop and maintain schedule of staff across the programs to ensure program coverage. Monitor program budgets as assigned. Dental (Same cost share as Medical).

Program Manager Specialist - Neonatology

Children's Hospital of Philadelphia

Philadelphia, PA

Represent the program with internal and external stakeholders. Three (3) years of program management experience. Employment Status: Regular - Full Time.

Senior Program Manager, Training and Education

Camden Coalition of Healthcare

Camden, NJ

Co-design and develop new training programs that incorporate new learning from the Camden Coalition on emerging topics. Field Building and Business Development.

Program Manager - Embedded Services

Securitas Electronic Security Inc.

East Hanover, NJ

Minimum 5 years progressively responsible experience in project management and/or project coordination for complex system integration or professional services…

Program Manager - Drug & Alcohol Outpatient

PATH People Acting To Help, Inc.

Philadelphia, PA

Coordinate linkages to other agencies and programs as needed. Assist in the development and implementation of Quality Improvement (QI) activities including…

Program Coordinator; Dept of Spiritual Care & Ed; MSH; Full Time; Days

Mount Sinai

New York, NY

Assists in administering program procedures and systems. Maintains liaison with staff in other departments to coordinate program activities and training to…

2023-I Graduate Training Program – Associate Account Manager

Trane Technologies

Long Island City, NY

Hear about "real world" projects from visiting Trane sales engineers, managers, and customers. The program is geared toward developing sales engineers to sell…

Sr. Program Manager


Middletown, CT

Candidate will be held accountable for strategic program planning, efficient management and profitable execution of all assigned programs.

Product Manager

Fiserv, Inc.

Short Hills, NJ

The Fiserv Credit Choice Product Manager will be responsible for driving product development activities, go-to-market strategies, and cross-functional alignment…

Program Manager

Devereux Advanced Behavioral Health

Somerset, NJ

Our health and wellness programs include medical (including medical care via phone, web, app), dental, prescription drug, preventative care, mental health…

2023-II Graduate Training Program – Associate Account Manager

Trane Technologies

Rocky Hill, CT

Hear about "real world" projects from visiting Trane sales engineers, managers, and customers. The program is geared toward developing sales engineers to sell…