Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- Operations Six Sigma, COPC, or LEAN certification.
- 3 years of experience in program management, customer support or quality function, with global operations in an outsourced business/shared services environment.
- MBA or Master's degree.
- Experience collecting, synthesizing, analyzing, and visualizing complex sources of data, used to derive insights and form recommendations to improve operational efficiency and efficacy.
- Excellent project management experience, with proven ability to collaborate with partners (vendor operations/agents) in a positive and productive way.
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About the job
The Global Vendor Operations organization oversees vendor operations for all of YouTube. These vendors provide support to all YouTube users -- viewers, paid users and subscribers, and creators, artists and media companies globally, across all YouTube products. The Vertical Operations Agent Enablement team supports YouTube operations to deliver great experiences to YouTube creators, partners and consumers (paid subscribers), by empowering our agents with great onboarding and upskilling strategies, knowledge management, and puality processes.
As the Quality and Training Effectiveness Program Manager you will be responsible for leading the design, implementation, and continuous improvement of scalable and standardized processes across Global Vendor Operations (GVO). You will lead the design and implementation of a process excellence framework to ensure user delight and operational excellence. You'll have a bias for reducing complexity for our core stakeholders through process automation, consolidation, and strategic mapping to highlight value add efforts.
Responsibilities
- Identify and combine synergies across existing and developing programs to drive more impact to meet business goals.
- Bridge operational gaps between siloed operations and programs.
- Work with global partners and functional business partners to establish efficient and consistent processes and seamless process execution across the world.
- Monitor performance, collect, and analyze data in order to recognize and resolve process inefficiencies and potential problem areas that might impact multiple workstreams.
- Innovate to build a more resilient operation that can adapt to future changes.