Program Manager, Quality and Continuous Improvement

2 Days 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.

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