Support Program Manager, YouTube Operations

Google • San Bruno, CA

1d • $136,000 - $197,000

About The Position

The Support Program Management team sits within Technical Program Manager (tPgM) and supports the YouTube Consumer Experience Operations, Creator Success Operations, and Scaled Comms and Escalations teams. These teams own the support experience for YouTube users and creators and partner with support program management to help them transform and mature their operations through strong program delivery and velocity.

As a Program Manager, you will establish processes, measurably increase program maturity to decrease resource pressures, drive cross-functional alignment with YouTube teams, and organize overall YouTube Global Operations (Ops) workstreams for the domain you cover. This will require you to collaborate with many cross-functional partners including technology and insights, product, engineering, marketing, go-to-market, and support, to drive and execute programs and solve complex operational challenges.

In this role, you will be organized with meticulous attention to detail, diligently planning roadmaps and tracking progress of key milestones, and will drive launches or initiatives requiring cross-functional resources. As a trusted steward of team Objectives and Key Results (OKRs), you will also drive and influence overall performance within the team to deliver excellent outcomes. You will be comfortable in organizing chaos and ambiguity anticipating roadblocks well in advance, keeping programs on course by chasing action items and dependencies, setting strategic direction of the program and highly effective in communicating program status to executives and cross-functional teams. You are able to generate ideas to solve ambiguous problems and take full ownership of the solution and program outcome delivery and act as a subject matter expert in program management. The US base salary range for this full-time position is $136,000-$197,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google [https://careers.google.com/benefits/].

Requirements

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in program/project management within video/streaming product or customer experience organization
• 5 years of experience managing cross-functional or cross-team projects involving frontline support related tooling (e.g., agentic AI, CRMs, telephony technology), frontline support delivery process transformations (transition workflows from employees to vendors, support user journeys, vendor workflow design, quality frameworks), and external product/feature launches.
• Experience with the software development life cycle (e.g., build, test, release).

Nice To Haves

• Project Management Professional (PMP) or Lean Six Sigma (Green or Black Belt) certification.
• Experience collaborating with, influencing, building consensus and securing buy-in from stakeholders spanning across multiple organizations and varying levels of seniority.
• Track record of conducting gap analyse and anticipating, assessing and managing risk (e.g., operational, compliance, product, program, team health) by identifying or developing strategies and mitigation plans.
• Ability to derive structured project roadmaps from high-level business goals.
• Willingness to occasionally (2-4x/month) adjust working schedule to lead or attend meetings with stakeholders and teammates in EMEA or APAC to enable global collaboration.

Responsibilities

• Drive the execution of global, distributed programs critical to the success of YouTube’s consumer and creator customer experience teams, by deconstructing complex initiatives into phased workstreams with clear dependencies.
• Orchestrate high-stakes, cross-functional working groups across global time zones, translating complex hurdles into strategic trade-off discussions for executive leadership. Influence director-level, above stakeholders to secure resource buy-in, drive cross-department alignment.
• Develop high-visibility status reporting that bridges the gap between tactical updates and executive summaries. Skilled at calibrating the message for the audience ensuring critical risks are escalated early to the right leadership tier before they impact the critical path.
• Perform occasional (typically 1-3x/year) domestic or international travel to facilitate program-related workshops with stakeholders.
• Establish governance frameworks that maintain project momentum while remaining agile enough to pivot resources based on real-time data or shifting business priorities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager