Manager, Content Operations and Standards YouTube
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Minimum qualifications:
- Bachelor's degree in Human Resources, Business or a related field or equivalent practical experience.
- 10 years of experience in a customer or client-facing role supporting Content Operations.
- 7 years of experience managing operations and leading cross-regional teams.
Preferred qualifications:
- Master’s degree or equivalent practical experience.
- 10 years of experience using data analysis to drive decision making.
- 10 years of experience in managing vendor and outsourced providers.
- 10 years of experience in scaled and supplier operations and project management.
- 10 years of experience building relationships with stakeholders or clients.
- Knowledge of SQL, analytics and Operations Six Sigma certification (or other relevant operations coursework).
About the job
YouTube (YT) Go-To-Market and Operations team is a global team working to ensure our users get the most out of YouTube. We provide dedicated and scaled support, strategic go-to-market plan development, partnership resources, product and policy insights based on user feedback, and scaled partnership management to ensure that all users can thrive within the YouTube ecosystem. We ensure products get to market, support users when they need help and capture user feedback to drive product excellence and market fit.
The Scaled Comms and Escalations (SCE) organization provides support to all YouTube users – viewers, paid users and subscribers, and creators, artists and media companies globally, through a variety of scaled support platforms across Social, Help Center, Product Forum, and YouTube Help Channels.
SCE is building YouTube’s first-ever AI-First Content and Media Operations team, which will be at the forefront of using revolutionary AI models to create and manage content at YouTube. We are building an efficient, and skilled team that will leverage cutting-edge AI technologies to produce high-quality content at scale, helping and educating users and creators around the world. Our mission is to accelerate content production speed, boost quality, and adapt to high-priority business needs, ultimately delivering an excellent experience to our users.
Responsibilities
- Lead the development, publishing, and communication of operational metrics/KPIs.
- Lead standardization of or maintenance of SOPs, process maps, workflow documentation, help resources, and relevant training and certification programs.
- Lead tracking and analysis for trends of operational characteristics in process or workflow performance and identify opportunities to improve operational procedures (e.g., manage utilization, eliminate non-productive activities, create cross-site efficiencies, influence automation and robotics enhancements).
- Drive operations (that are in compliance with legal, risk, financial, privacy guidelines) with supplier/internal partners by providing operational leadership to the workflow and engaging service provider teams to ensure supplier/internal teams are operating effectively.
- Lead development of the operations review process to gain insights into performance and proactively identify solutions before issues occur.
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