Quality and Continuous Improvement Program Manager, YouTube

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.

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. 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 cutting-edge 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.

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 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.

Minimum qualifications:

• Bachelor's degree in HR, Business, a related field, or equivalent practical experience.
• 5 years of experience building relationships with stakeholders or clients.
• 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to implement changes.

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. Experience with dashboard tools such as SQL, Datastudio, or Tableau.
• Excellent project management skills (e.g., plan, coordinate, and execute assigned task).
• Excellent in large-scale program management, align programs to business strategies, deliver beneficial results, communicate with stakeholders, govern program activities, and support integral program processes.