Join YouTube's Trust & Safety Team as a Program Manager, Quality and Continuous Improvement
We're excited to announce an exceptional opportunity to join YouTube's Trust & Safety team as a Program Manager, Quality and Continuous Improvement. As a key member of our team, you'll play a vital role in ensuring the quality of vendor operations and driving continuous improvement across workflows and processes. This is a remote role, offering the flexibility to work from anywhere while being part of a dynamic and fast-paced team.
About YouTube and the Trust & Safety Team
YouTube is a global platform that empowers people to share their stories, explore their passions, and connect with others. Our Trust & Safety team is dedicated to making YouTube a safe and welcoming space for users, creators, and viewers worldwide. We're committed to building a community that is guided by our values of transparency, accountability, and inclusivity.
As a Program Manager, Quality and Continuous Improvement, you'll be an integral part of our Trust & Safety team, working closely with Operations experts, Product teams, Enforcement teams, and Partner teams to drive quality and excellence in vendor operations. You'll help set the standards for operational quality and processes, ensuring that our vendor sites meet and exceed those goals.
Key Responsibilities
- Build and support a global quality program, driving consistency and continuous improvement across workflows and processes.
- Improve key performance indicators by evolving the quality assurance system to better identify, measure, and improve opportunities in processes, tools, and training.
- Build relationships with senior members of cross-functional organizations to represent what agent skills drive effective performance.
- Work alongside YouTube's Product, Enforcement, and Partner teams to prepare for product launches and keep pace with product and policy changes.
- Continuously fine-tune the operational framework to improve user experience and quality of results.
Minimum Qualifications
- Bachelor's degree or equivalent practical experience.
- 5 years of experience with dashboard tools such as SQL, Datastudio, or Tableau.
- 5 years of experience in project management, including planning, coordinating, and executing assigned tasks.
Preferred Qualifications
- Experience collecting, synthesizing, analyzing, and visualizing complex sources of data to derive insights and form recommendations that improve operational efficiency and efficacy.
- Experience in quality management principles like Six Sigma, Total Quality Management, or COPC.
- Ability to work with partners (e.g., vendor operations and service center agents) in a positive, productive way that encourages collaboration.
- Excellent large-scale program management skills, with the ability to align programs to business strategies, deliver beneficial results, communicate with stakeholders, govern program activities, and support integral program processes.
Skills and Competencies Required for Success
To excel in this role, you'll need to possess a unique blend of skills and competencies, including:
- Strong analytical and problem-solving skills, with the ability to derive insights from complex data sets.
- Excellent communication and interpersonal skills, with the ability to build relationships with cross-functional teams and stakeholders.
- Proven program management skills, with the ability to drive large-scale programs and deliver beneficial results.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
- Strong understanding of quality management principles and practices.
Career Growth Opportunities and Learning Benefits
At YouTube, we're committed to helping our team members grow and develop their skills. As a Program Manager, Quality and Continuous Improvement, you'll have access to a range of learning and development opportunities, including:
- Training and development programs to enhance your skills and knowledge.
- Opportunities to work on high-impact projects and drive meaningful change.
- Collaboration with cross-functional teams and stakeholders to drive business outcomes.
- Mentorship and coaching from experienced leaders and professionals.
Work Environment and Company Culture
At YouTube, we pride ourselves on our inclusive and collaborative culture. As a remote team member, you'll be part of a global community that values flexibility, creativity, and innovation. We're committed to providing a work environment that is supportive, inclusive, and empowering.
Compensation, Perks, and Benefits
We're offering a competitive salary range of $105,000-$154,000, plus bonus, equity, and benefits. Our compensation package is designed to reflect our commitment to attracting and retaining top talent. You'll also have access to a range of perks and benefits, including:
- Comprehensive health insurance.
- Retirement savings plan.
- Paid time off and holidays.
- Opportunities for professional development and growth.
Don't Hesitate, Apply!
We're excited to hear from you, even if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. If you're passionate about driving quality and excellence, and you're looking for a challenging and rewarding role, we encourage you to apply today!
We're committed to diversity and inclusion, and we welcome applications from people of all backgrounds and perspectives.
Apply Now