Program Manager, Quality and Continuous Improvement, YouTube

As a member of the Trust Safety team at YouTube, you will play a pivotal role in ensuring a safe and secure online environment for users, viewers, and content creators worldwide. Your primary responsibility will be to lead the quality assurance program for vendor operations, setting and upholding high standards for operational quality and processes. You will work closely with Operations experts to refine the operational framework continuously, thereby enhancing user experience and the quality of results. Your role will involve building or supporting a global quality program to drive consistency and continuous improvement across workflows and processes. You will be instrumental in improving key performance indicators by enhancing the quality assurance system to identify, measure, and capitalize on opportunities for enhancement in processes, tools, and training. Additionally, you will establish relationships with executive members of cross-functional organizations to advocate for the agent skills necessary for effective performance. Collaboration will be a key aspect of your role as you work alongside YouTube's Product, Enforcement, and Partner teams to align with product launches and stay abreast of product and policy modifications. It is essential to note that you may encounter graphic, controversial, and potentially offensive video content during team escalations in adherence to YouTube's Community Guidelines. YouTube believes in the power of voices and the importance of fostering a sense of community through shared stories. As part of our team, you will have the opportunity to contribute to this vision by enabling individuals to share their narratives, explore their passions, and connect with others, all while working at the forefront of technology and creativity. Join us in our mission to showcase the world, explore innovative ideas, tackle real challenges, and enjoy the journey together. Your role will be fast-paced, dynamic, and proactive, reflecting the commitment of the Trust Safety team to create a secure online space for all.,