Vendor Operations Lead, YouTube Global Vendor Operations
Job Summary
Job Description
- 10+ years in sales/operations leadership
- Experience managing contact centers/field operations
- Proven ability to meet operational goals and metrics
- Strong cross-functional collaboration skills
- Executive-level communication proficiency
- Experience in operations strategy and planning
- Experience working with global teams
- Excellent communication skills
4 skills required
Job Details
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 10 years of experience in a sales management consulting, sales operations, sales leadership, or related role.
- Experience owning the output of a contact center, field operations, and tech support operation; including meeting goals and metrics.
Preferred qualifications:
- Experience in operations, strategy and planning.
- Experience working with executive level stakeholders and global distributed cross-functional teams.
- Excellent 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.
As a Vendor Lead, you will be responsible for leading a team of Vendor Managers who manage the YouTube Trust and Safety operations in India. You will work closely with internal cross-functional teams to solve problems related to the platform safety. You will lead the strategy and execution on achieving Key Performance Indicators (KPIs) related to all workflows that operate within the region. You will oversee Staffing, Service-Level Agreement (SLA) adherence, Quality performance, and other operations metrics. You will establish the operations at one or more sites and partner with stakeholders, cross-functional teams, and suppliers to make it a success. You will ensure that operations are in line with the internal policies and adhere to SOWs at all times.
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
- Accountable for flawless operations by managing overall vendor performance in the region, driving vendor selection, consultation, and overall vendor operations strategies.
- Exercise judgment while dealing with urgent, sensitive needs related to the business and for escalation management and resolution.
- Lead forward thinking and innovative projects or initiatives in the business in addition to continuous improvements.
- Drive strong cross-functional collaboration, not limited to leading and delivering business reviews with key stakeholders, crafting and driving communication for various audiences separately, including C level executives.
- Drive high-performance team dynamics, maintain team wellness, and manage poor motivation where needed within the team.
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