Quality and Training Effectiveness Program Manager
Job Summary
Job Description
Program Manager role for YouTube Vendor Operations, focusing on quality, training, and process excellence. Requires strong analytical, communication, and leadership skills.
Must have:
- Program Management
- Customer Support
- Quality Function
- Global Operations
Good to have:
- Six Sigma
- COPC
- LEAN
- Data Analysis
Perks:
- Global Impact
- Process Improvement
5 skills required
Job Details
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Hyderabad, Telangana, India; Bengaluru, Karnataka, India.
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.
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- Operations Six Sigma, COPC, or LEAN certification.
- 3 years of experience in program management, customer support or quality function, with global operations in an outsourced business/shared services environment.
Preferred qualifications:
- MBA or Master's degree.
- Experience collecting, synthesizing, analyzing, and visualizing complex sources of data, used to derive insights and form recommendations to improve operational efficiency and efficacy.
- Experience in project management, with the ability to collaborate with partners (vendor operations/agents) in a positive and productive way.
- Familiarity with dashboard tools (e.g., SQL/Dremel, Data Studio, Tableau), with the ability to build stories and compelling narratives that enable thoughtful decision making.
- Excellent executive communication and collaboration skills, including ability to influence without authority at all levels and cultivate cross-functional relationships for mutual benefit.
About the job
The Global Vendor Operations organization oversees vendor operations for all of YouTube. These vendors provide support to all YouTube users - viewers, paid users and subscribers, and creators, artists and media companies globally, across all YouTube products. The Vertical Operations Agent Enablement team supports YouTube operations to deliver great experiences to YouTube creators, partners and consumers (paid subscribers), by empowering our agents with great onboarding and upskilling strategies, knowledge management, and puality processes.
As the Quality and Training Effectiveness Program Manager, you will be responsible for leading the design, implementation, and continuous improvement of scalable and standardized processes across Global Vendor Operations (GVO). You will lead the design and implementation of a process excellence framework to ensure user delight and operational excellence. You'll have a bias for reducing complexity for our core stakeholders through process automation, consolidation, and strategic mapping to highlight value add efforts.
Responsibilities
- Identify and combine synergies across existing and developing programs to drive more impact to meet business goals.
- Bridge operational gaps between siloed operations and programs.
- Work with global partners and functional business partners to establish efficient and consistent processes and seamless process execution across the world.
- Monitor performance, collect, and analyze data in order to recognize and resolve process inefficiencies and potential problem areas that might impact multiple workstreams.
- Innovate to build a more resilient operation that can adapt to future changes.
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