Training Program Manager, Trust and Safety, YouTube

About the job

A problem isn’t truly solved until it’s solved for all. That’s why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish — working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company. Your projects will often span offices, time zones, and hemispheres. It's your job to coordinate the players and keep them up to date on progress and deadlines.

As Training Program Manager, you help agents to delight customers by providing learner-centric training strategies. You will analyze trends and future launches to anticipate training needs and advocate the continual improvement of the agent training experience. Collaborate with cross-functional teams to create training project plans, oversee the design and development process, and coordinate with vendors to ensure delivery to our service delivery centers. In some instances, you may also be required to deliver training yourself. You will report training progress and evaluate the training to understand its effectiveness in preparing agents to provide quality service to our consumers. Additionally, you should have excellent leadership, organizational, problem-solving, networking and communications skills.

At Google we work hard to earn our users’ trust every day. Trust & Safety is Google’s team of abuse fighting and user trust experts working daily to make the internet a safer place. We partner with teams across Google to deliver bold solutions in abuse areas such as malware, spam and account hijacking. A team of Analysts, Policy Specialists, Engineers, and Program Managers, we work to reduce risk and fight abuse across all of Google’s products, protecting our users, advertisers, and publishers across the globe in over 40 languages.

Responsibilities

• Consult with business partners and stakeholders to determine the training strategy to support products and workflows.
• Analyze trends in quality results, product launches, anticipate learning needs, and devise appropriate training interventions.
• Lead the development and implementation of curricular framework for all YouTube training that drive business results.
• Drive training development to completion by managing timelines, overseeing the instructional design process, and coordinating the delivery of training to our help centers.
• Deliver training sessions on new products, policies, and procedures as needed.