This role may also be located in our Playa Vista, CA campus.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Los Angeles, CA, USA; Atlanta, GA, USA; San Bruno, CA, USA.
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 (e.g., plan, coordinate, and execute 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 our partners (e.g., vendor operations and service center agents) in a positive, productive way that encourages collaboration.
- Excellent large-scale program management skills, with ability to align programs to business strategies, deliver beneficial results, communicate with stakeholders, govern program activities, and support integral program processes.
About the job
Fast-paced, dynamic, and proactive, YouTube’s Trust & Safety team is dedicated to making YouTube a safe place for users, viewers, and content creators around the world to belong, 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 & 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’ll set the standards for operational quality and processes, and ensure all vendor sites meet and exceed those goals. Partnering with Operations experts, you’ll continuously fine-tune the operational framework to improve user experience and quality of the results.
This role may be exposed to graphic, controversial, and sometimes offensive video content during team escalations in line with YouTube’s Community Guidelines.
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 $105,000-$154,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. 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
- 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.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
