Program Manager, Quality and Continuous Improvement

1 Day ago • 5 Years + • Operations

Job Summary

Job Description

This Program Manager role within YouTube's Trust & Safety team focuses on ensuring operational excellence in vendor operations. Responsibilities include building a global quality program to drive consistency and continuous improvement across workflows. The role requires setting quality standards, collaborating with operations experts, analyzing key metrics, and working with cross-functional teams (Product, Enforcement, Partners). The successful candidate will improve key performance indicators, build relationships with executive members, and prepare for product launches. Exposure to potentially graphic or offensive content may occur during escalations, in line with YouTube's community guidelines. The role demands strong program management, data analysis, and stakeholder management skills.
Must have:
  • 5+ years program management experience
  • Experience in quality management principles
  • Data analysis & visualization skills
  • Stakeholder management & communication
  • Building global quality programs
  • Improving key performance indicators
Good to have:
  • Experience with dashboard tools (SQL, Datastudio, Tableau)
  • Six Sigma, TQM, or COPC experience
  • Large-scale program management experience

Job Details


Minimum qualifications:

  • Bachelor's degree or equivalent practical experience.
  • 5 years of experience in program management, stakeholder management, or operations.

Preferred qualifications:

  • Experience collecting, synthesizing, analyzing, and visualizing sources of data to deliver insights and form recommendations that improve operational efficiency.
  • Experience in quality management principles like Six Sigma, Total Quality Management, or Customer Operations Performance Centre (COPC).
  • Experience with dashboard tools such as SQL, Datastudio, or Tableau.
  • Experience in large-scale program management, aligning programs to business strategies, delivering beneficial results, communicating with stakeholders, governing program activities, and supporting integral program processes.
  • Ability to work with our partners (e.g., vendor operations and service center agents) in a positive, productive way that encourages collaboration.
  • Excellent project management skills.

About the job

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.

In this role, you will lead the quality assurance program to ensure excellence in vendor operations. You will set standards for operational quality and processes, ensuring all vendor sites meet and exceed these goals. You will collaborate with Operations experts to continuously refine the operational framework, enhancing both user experience and the quality of results. Additionally, you will be involved in ongoing operations by analyzing the impact of key metrics. You may be exposed to graphic, controversial, and sometimes offensive video content during team escalations in accordance with YouTube's Community Guidelines.

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

  • Build or support a global quality program, driving consistency and continuous improvement across workflows or 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 effective performance.
  • Work alongside YouTube’s Product, Enforcement, and Partner teams to prepare for product launches and keep pace with product and policy changes.

Similar Jobs

Mayhem Studios - QA Engineer 1 (Manual)

Mayhem Studios

Bengaluru, Karnataka, India (On-Site)
2 Weeks ago
Playtika - Game Economy Manager

Playtika

Israel (On-Site)
1 Month ago
N-iX - Middle .NET Fullstack Engineer

N-iX

Poland (Hybrid)
2 Months ago
Google - ISV Specialist Partner Engineer IV, Data Management

Google

Fairburn, Georgia, United States (On-Site)
1 Week ago
Millennium - Data Engineer

Millennium

Bengaluru, Karnataka, India (On-Site)
5 Months ago
ByteDance - Operations Specialist - Global Payments

ByteDance

Dublin, County Dublin, Ireland (On-Site)
1 Month ago
Google - Program Manager II, Supply Chain Strategy, Devices and Services

Google

Mountain View, California, United States (On-Site)
1 Week ago
Nagarro - Associate Director, Operations

Nagarro

Mexico (Remote)
6 Months ago
Evolution - Part-time Game Presenter - Weekend/Weeknights Shifts, $20-25/hr. (Customer Service Alternative)

Evolution

Atlantic City, New Jersey, United States (On-Site)
6 Months ago
Voodoo - Growth Operations Intern

Voodoo

Paris, Île-de-France, France (On-Site)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Dmg - Senior Staff Engineer

Dmg

Cincinnati, Ohio, United States (On-Site)
6 Months ago
Microsoft - Senior Software Engineer

Microsoft

Charlotte, North Carolina, United States (On-Site)
1 Day ago
Google - Data Scientist III, Product, Google Wallet

Google

Mountain View, California, United States (On-Site)
1 Week ago
SmileGate - Game Data Engineer

SmileGate

Seongnam-si, Gyeonggi-do, South Korea (On-Site)
1 Month ago
Google - Principal, Generative AI Safety Strategy, Ads

Google

Seattle, Washington, United States (On-Site)
1 Week ago
Payactiv - Software Engineer

Payactiv

Milpitas, California, United States (Hybrid)
6 Months ago
Glean - Designated Technical Support Engineer

Glean

United States (Remote)
3 Months ago
Altagram Group - Data Science Internship/Workstudent

Altagram Group

Germany (On-Site)
1 Month ago
Netflix - Senior Measurement Partner, Japan

Netflix

Tokyo, Japan (On-Site)
1 Week ago
Google - Firmware Engineer, Pixel Systems Power

Google

Hsinchu County, Taiwan (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

Jobs in Hyderabad, Telangana, India

Lakshya Digital - Dot Net Developer

Lakshya Digital

Gurugram, Haryana, India (On-Site)
1 Month ago
Ciklum - Expert Android Developer

Ciklum

Chennai, Tamil Nadu, India (Hybrid)
7 Months ago
Siemens - Senior AI Developer

Siemens

Pune, Maharashtra, India (On-Site)
4 Hours ago
Nagarro - Staff Engineer, .Net Fullstack

Nagarro

India (Remote)
6 Months ago
Google - Senior Design Verification Engineer, Silicon

Google

Bengaluru, Karnataka, India (On-Site)
1 Week ago
PwC - IN-Manager_Energy_Utility Transformation_Advisory_Gurgaon

PwC

Gurugram, Haryana, India (On-Site)
7 Months ago
PwC - SAP VIM - Associate

PwC

Gurugram, Haryana, India (On-Site)
7 Months ago
OYELA - Fashion Model

OYELA

Gurugram, Haryana, India (On-Site)
6 Months ago
Velotio Technologies - Cloud Security Engineer

Velotio Technologies

Maharashtra, India (Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Google - Risk and Compliance Senior Associate, Global Business Strategy and Operations

Google

Atlanta, Georgia, United States (On-Site)
1 Week ago
Easygo - Customer Service Representative

Easygo

Lima, Callao Region, Peru (Remote)
2 Weeks ago
OKX - Team Lead, Customer Due Diligence

OKX

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
6 Months ago
Bally's Interactive - Customer Support Advisor

Bally's Interactive

Newcastle-under-Lyme, England, United Kingdom (Hybrid)
1 Day ago
Hawk Eye Innovations - Match Operations Assistant

Hawk Eye Innovations

Munich, Bavaria, Germany (On-Site)
1 Week ago
Keywords Studios - Player Support Agent - Spanish/English

Keywords Studios

Silesian Voivodeship, Poland (Hybrid)
1 Month ago
IGG - Operation Specialist

IGG

Bangkok, Bangkok, Thailand (On-Site)
6 Months ago
CharacterAI - Operations Lead, Trust and Safety Operations

CharacterAI

Menlo Park, California, United States (On-Site)
1 Month ago
Google - Partner Operations Manager, YouTube

Google

Singapore (On-Site)
1 Day ago
NVIDIA - Director of Business Continuity

NVIDIA

Santa Clara, California, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.

Dublin, County Dublin, Ireland (On-Site)

New York, New York, United States (On-Site)

Waterloo, Ontario, Canada (On-Site)

Taipei City, Taiwan (On-Site)

San Francisco, California, United States (On-Site)

Saint-Ghislain, Wallonia, Belgium (On-Site)

Bengaluru, Karnataka, India (On-Site)

Austin, Texas, United States (On-Site)

View All Jobs

Get notified when new jobs are added by Google

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug