Support Program Manager, YouTube Operations
Job Summary
Job Description
The Support Program Manager at YouTube Operations will own outcomes for complex, cross-functional programs in creator, consumer, and scaled support domains, driving core business objectives. This involves developing program roadmaps, gaining stakeholder buy-in, and serving as a program management authority. The role requires identifying solutions to ambiguous problems, developing scalable processes, influencing senior stakeholders, and meeting key milestones. The successful candidate will also serve as the Support Program Management point of contact for APAC-based leads, acting as a conduit to the global team. Minimum qualifications include a Bachelor's degree or equivalent experience, 7 years in program/project management, and 7 years managing cross-functional projects. Preferred qualifications include experience in customer service, scaled support, or vendor operations, and familiarity with support workflows and infrastructure.
Must have:
- 7+ years program/project management experience
- Cross-functional project management expertise
- Develop program roadmaps and gain stakeholder buy-in
- Identify and solve ambiguous problems
- Influence senior stakeholders and meet milestones
Good to have:
- Experience in customer service, scaled support, or vendor operations
- Familiarity with support workflows and infrastructure
- Ability to work in ambiguous environments and prioritize opportunities
1 skill required
Job Details
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 7 years of experience in program or project management.
- 7 years of experience managing cross-functional or cross-team projects.
Preferred qualifications:
- Experience working in program management related to customer service, scaled support, vendor operations, or similar roles.
- Familiarity of support workflows, support infrastructure contact centers, support channels, metrics, etc.
- Ability to succeed in ambiguity and identify/prioritize opportunity areas with input from cross-functional teams, proactively coming up with potential solutions/improvements.
- Ability to take initiative, take on leadership roles, demonstrate breakthrough thinking, and lead and influence in dynamic environments.
- Excellent organizational, negotiation, multi-tasking, project management and prioritization skills with the ability to manage multiple time-sensitive projects in a rapidly changing environment.
About the job
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
- Own outcomes for complex, cross-functional programs in the creator, consumer, and scaled support domains that drive core business objectives. This will include developing program roadmaps, scope, approach, and gaining buy in for these plans for multiple director-level and above stakeholders.
- Serve as a program management authority across the broader YouTube Operations organization, demonstrating depth and breadth of knowledge as it relates to the support domain.
- Identify solutions to ambiguous problems that often lack precedent while thinking globally about the problems being solved. Develop new processes and procedures for your own programs that can scale more broadly to other programs in our portfolio.
- Influence senior stakeholders and ensure that key program milestones are met.
- Serve as Support Program Management point of contact for APAC-based leads and serve as conduit to broader global team.
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