Quality and Training Effectiveness Program Manager

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.

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.