Global Service Delivery Operations Manager, YouTube Global Operations

Global Service Delivery Operations Manager, YouTube Global Operations

In this role, you will manage critical workflows operated by vendors across the globe to help realize the next level of performance for YouTube content operations. You will manage sections of the global operational strategy and support model, including extended workforce decisions, agreements, vendor selection and improvements of business processes. You will be accountable for vendor performance for which includes, but not limited to overseeing staffing, Service Level Agreement (SLA) adherence, quality performance and other operations metrics. You will develop and manage projects related to global vendor operations. You will also 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 $132,000-$194,000 + 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.

Minimum Qualifications:

• Bachelor's degree or equivalent practical experience.
• 7 years of experience using analytics or applying project management tools to address business issues (e.g., data analytics, GoogleSQL, scripts/workflows, data modeling, Google portfolio).
• 7 years of experience in operations or business management, and vendor management.
• Experience in consulting or developing and communicating strategy at executive level for decision making with clear recommendations using fact/data based approach.

Preferred Qualifications:

• Experience in program management on cross-functional projects.
• Experience in managing the environment and continually adapting to changing business needs.
• Experience in interfacing with product and engineering teams, creating dashboards, insights, and navigating data and metrics.
• Excellent communication skills, with the ability to communicate with multiple levels including the executive leadership team, peers and managers.
• Excellent problem-solving, investigative, modeling and presentation skills.

Responsibilities:

• Be accountable for operations and managing overall vendor performance across workflows. Lead and deliver regular business reviews with stakeholders and vendor relationship management activities.
• Develop and maintain the overall regional workflow strategy. Identify and mitigate risk from a delivery standpoint and ensure compliance with all internal policies and procedures.
• Partner with cross-functional teams locally and globally to drive vertical and horizontal improvements.
• Structure and execute operational and initiatives for YouTube Trust and Safety Vendor Operations by developing plans, gathering/synthesizing data, leading analysis and developing recommendations.
• Synthesize analysis to deliver data-motivated recommendations (e.g., cost-benefit, risk-coverage-quality, impact analysis).

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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

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