Vendor Manager, YouTube Creator Support

Google•New York, NY

10d•$108,000 - $155,000

About The Position

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. As a member of the team, you will analyze top issues faced by YouTube users and creators, work with cross-functional teams to resolve them, and help manage outsourced operations that supports with the collection (tooling/infrastructure/AI), intelligence (real-time flagging/monitoring), and interpretation of large social datasets to support informed decision-making across the organization. You will partner with cross-functional teams and suppliers to develop systems to stay on top priority known issues and escalations, drive actionable insights, and enhance the overall program performance. You will be responsible for end-to-end YouTube vendor operations. In this role, you will work on YouTube Products to enable support for users and creators across channels. You will have detailed knowledge of our constantly evolving product suite to ensure that user feedback flows to the stakeholders/product team and fuels innovation. In this highly cross-functional role, you will represent our users and problem-solve with the internal teams. Help realize the next level of performance for YouTube Creator Support Operations. You will manage critical workflows operated by vendors within the region and lead other critical projects and initiatives relevant to the business function. You will have end-to-end accountability of vendor performance for which includes, but not limited to overseeing staffing, SLA adherence, quality performance and other operations metrics. You will be establishing the operation at one or more sites and partner with stakeholders, cross-functional teams and suppliers to make it a success.

Requirements

Bachelor's degree or equivalent practical experience.
5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to drive these changes.
3 years of experience managing vendor operations across multiple geographies.
Experience in operations, strategy and planning, and program management.

Nice To Haves

5 years of experience analyzing data and generating business insights in order to guide business decisions.
3 years of experience in social media vendors/agencies management, real-time social monitoring/alerting, analytics and crisis response.
Ability to work on multiple projects simultaneously in a fast-paced dynamic environment and think strategically about complex issues, leading to thoughtful recommendations and action plans.
Ability to act as a working incident manager in on-call rotations, over weekends, and adapt to rapidly changing priorities in the YouTube ecosystem.
Excellent Program Management skills.

Responsibilities

Be accountable for flawless operations by managing overall vendor performance in region, driving vendor selection, consultation, and overall vendor operations strategies.
Develop and maintain the overall regional workflow strategy, Identify and mitigate risk from a delivery standpoint and ensure compliance with all internal policies and procedures.
Efficient and effective escalation management in line with the established policies and procedures.
Lead regular business reviews and vendor relationship management activities, and effectively partner with cross-functional teams locally and globally to drive continuous vertical improvements and efficiencies at scale.
Contribute to global initiatives by defining and realizing overall operations strategy, work closely with various internal groups to understand business requirements, implement new processes and contribute to ongoing process improvements.