Program Manager, YouTube Operations, Support Program Management

7 days ago

Los Angeles, California, United States Google Full time $107,000 - $153,000
Minimum qualifications:
  • Bachelor's degree or equivalent practical experience.
  • 3 years of experience in program or project management.
  • Experience working in customer service, scaled support, vendor operations, or similar roles with support operations, workflows, infrastructure/tooling, channels, metrics, etc.
Preferred qualifications:
  • Experience using AI to manage projects or programs or in the automation of program management activities.
  • Experience working in customer service, scaled support, vendor operations, or similar roles with familiarity of support workflows, support infrastructure contact centers, support channels, metrics, etc.
  • Ability to lead and influence in dynamic environments.
  • Ability to identify/prioritize opportunity areas with input from cross-functional teams.
  • Excellent communication, organizational, discussion, and prioritization skills with the ability to manage multiple time-sensitive projects in a rapidly changing environment.
About the job:
The YouTube Operations Technical Program Management (tPgM) team provides centralized program management capabilities for the entire YouTube Ops portfolio of work in order to drive efficiencies and rigorous prioritization, mature and transform operational workflows, ensure operational readiness for product launches and growth, and measurably implement cost-savings initiatives. We do this using domain experience of YouTube's products and operations.

The Support Program Management team sits within tPgM and supports the YouTube Consumer Experience Operations (CXO), Creator Success Operations (CSO), and Scaled Comms & Escalations (SCE) teams. These teams own the end-to-end support experience for YouTube users and creators (scaled/social/1:1 support), and partner with Support Program Management to help them transform and mature their operations through strong program delivery and velocity.

As a Program Manager, you will establish processes, measurably increase program maturity to decrease resource pressures, drive cross-functional alignment with YouTube teams, and organize overall YouTube Global Ops workstreams for the domains you cover. This will require you to collaborate with many cross functional partners including other Operations teams, Business Technology (BizTech), Product, Engineering, Marketing, Go-To-Market, and Support, to drive and execute programs and solve operational issues. You will be highly organized with meticulous attention to detail, diligently planning roadmaps and tracking progress of key milestones, and will drive launches or initiatives requiring cross-functional resources. As a trusted steward of team objectives and key results (OKRs,) you will also drive and influence overall performance within the team to deliver excellent outcomes.

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.

The US base salary range for this full-time position is $107,000-$153,000 + 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.

Responsibilities:
  • Deliver cross-functional programs on time and to spec across a wide range of participant teams and disciplines.
  • Oversee program execution through coordination with cross-functional partners.
  • Set Milestones, evaluate progress and communicate program status, risks, and next steps to internal stakeholder teams and executive sponsors.
  • Establish, scale, and continuously and measurably improve processes, tools and documentation.

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