Quality Program Manager, YouTube

Google • San Bruno, CA

5h • $132,000 - $194,000

About The Position

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we 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 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.

Fast-paced, dynamic, and proactive, YouTube’s Trust and Safety team is dedicated to making YouTube a safe place for users, viewers, and content 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 frontlines of enhancing the YouTube experience, building internet safety, and protecting free speech in our ever-evolving digital world.

In this role, you will help steer the quality assurance program to ensure quality in vendor operations. You will set the standards for operational quality and processes, ensure all vendor sites meet and exceed those goals. Partnering with operations experts, you will continuously fine tune the operational framework to improve user experience and quality of the results. You will get involved in ongoing operations by performing an in-depth search on the impact of key metrics. This role may be exposed to graphic, controversial, and sometimes offensive video content during team escalations in line with YouTube’s community guidelines.

The US base salary range for this full-time position is $132,000-$194,000 + 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.
• 7 years of experience in a customer or client-facing role supporting core Quality functions.
• 7 years of experience analyzing data and generating business insights.
• 7 years of experience developing operational process solutions, and working with cross-functional teams to drive these changes.

Nice To Haves

• MBA or Master's degree in a related field or CSCMP certification.
• 7 years of experience building relationships with stakeholders or clients.
• 7 years of experience using data analysis to guide decision making.
• Experience in data center equipment environments or computer component manufacturing.
• Knowledge of SQL, analytics and operations six sigma certification or other relevant operations coursework.
• Excellent problem-solving skills with the ability to apply structured thinking and reason to work and provide solutions to challenges.

Responsibilities

• Build/support a global quality program, driving consistency and continuous improvement across workflows/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 executive members of cross-functional organizations to represent what agent skills guide effective performance.
• Work alongside YouTube’s Product, Enforcement, and Partner teams to prepare for product launches and keep pace with product and policy changes.

What This Job Offers

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