Quality Program Management Lead, YouTube
About The Position
YouTube Trust and Safety is dedicated to ensuring that YouTube is a place for users, viewers, and creators around the world to 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 and Safety team is on the front-lines of enhancing the YouTube experience, building internet safety, and protecting free speech in our ever-evolving digital world. In this role, you will help guide the enablement team to develop and deploy scalable quality programs. You will partner with cross functional stakeholders across enforcement, analytics, product and data science to support various set of key initiatives such as establishing system quality, improve quality coverage, design programs to support onboarding for new sites. You’ll set the standards for operational quality, ensure all partner sites meet and exceed those goals. Partnering with Operations experts, you’ll fine tune the quality framework to improve user experience and quality of the results. You will have an understanding of YouTube’s business and scaled support operations, and be a well-rounded performer who can be a key contributor in a dynamic and high growth environment. You will have a history of solutions thinking, program development, and stakeholder management. In addition, you will be able to communicate effectively with executives to drive significant initiatives.
Requirements
- Bachelor's degree or equivalent practical experience.
- 10 years of experience in a customer or client-facing role supporting quality program and projects and leading a team as a people manager.
- 10 years of experience analyzing data and generating business insights.
- 10 years of experience in the quality and operations excellence domain.
- Experience developing operational and quality process solutions, and working with cross-functional teams to drive these changes.
Nice To Haves
- Experience structuring and executing initiatives.
- Experience with People management.
- Ability to influence executive audiences while demonstrating objectiveness.
- Ability to work effectively cross-functionally with a proven track record of driving results.
- Excellent written and verbal skills.
Responsibilities
- Lead a global team of quality program managers to build a global quality program, driving consistency and continuous improvement across workflows/processes.
- Improve Key Performance Indicators(KPIs) by evolving the quality program to better identify, measure, and improve opportunities in processes, tools and training.
- Build relationships with executive members of cross-functional organizations to support business priorities and deliver stellar performance.
- Work alongside YouTube’s product, enforcement and engineering partner teams to prepare for product launches and keep pace with product, tooling and policy changes.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
