Workforce Management Program Manager
Job Summary
Job Description
- Bachelor's degree or equivalent experience
- 10+ years experience in relevant fields
- Experience managing third-party logistics
- Strong analytical and project management skills
- Experience with workforce planning and vendor operations
- Experience using analytics/project management tools
- Experience developing workforce KPIs, tools, and dashboards
- Experience in Trust and Safety or Content Review Operations
- Experience managing/developing business processes related to Workforce Management
5 skills required
Job Details
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience managing warehousing and supply chain operations.
- 5 years of experience working with, supervising, and managing third party logistics relationships.
Preferred qualifications:
- 5 years of experience in workforce management or vendor operations management.
- 5 years of experience using analytics or applying project management tools to address business issues
- Experience in developing or managing workforce related key performance indicators (KPIs), tools and dashboards and in Trust and Safety or Content Review Operations.
- Experience managing/developing business processes related to Workforce Management.
- Ability to influence, communicate, and drive change with multiple stakeholders at all levels of management.
- Excellent project management skills with a high tolerance for ambiguity.
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 Workforce Management Program Manager, you will be a member of the Global Vendor Operations Workforce Solutions Team and will be instrumental in driving strategies and practices to optimize YouTube's worldwide workforce staffing model.
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
- Lead key initiatives/programs that impact global vendor operations. Work with cross-functional key stakeholders, analyzing industry trends, driving industry best practices, and proposing the scalable strategy that leads to next-level operations.
- Lead workforce planning activities in coordination with internal teams. Centrally manage, track and monitor extended workforce onboarding and offboarding.
- Build and operationalize comprehensive and flexible staffing models to drive high utilization and cost effective operations.
- Provide analytical support including capacity planning, scheduling, and reporting (including trend analysis) to drive decisions made in partnership with vendor managers and provide insights to leadership.
- Be a key contributor and trusted advisor to the operational strategy, operating model, and launch continuous improvement activities in support of efficiency.
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