Vendor Operations Manager, YouTube, Trust and Safety

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in operations or business management, and vendor management.
• 5 years of experience using analytics or applying project management tools to address business issues.
  
  

Preferred qualifications:

• Project Management certifications such as PMP, Six Sigma, etc.
• Experience in risk and change management.
• Experience in cost, quality, and relationship management with excellent investigative and problem-solving skills.
• Ability to build stakeholder relationships in an environment that is ambiguous to changing needs.
  
  

About The Job

You will be responsible for end-to-end YouTube vendor operations. You work on YouTube Products to enable support for users and creators across channels. You have detailed knowledge of our constantly evolving product suite to ensure that user feedback flows to the stakeholders/Product team and fuels innovation.

In this role, you will represent our users and problem-solve with the internal teams. You process suggestions, bugs, abuse and other product information to ensure we are constantly improving the user experience.

Help realize the next level of performance for YouTube Content Operations. You will manage critical workflows operated by vendors within the region.

You will be accountable for vendor performance overseeing staffing, SLA adherence, quality performance and other operations metrics, also you will develop and manage key strategic projects related to global vendor operations. You will also manage sections of the long-term global operational strategy and support model, including decisions, contract agreements, vendor selection and continuous improvements of business processes. This role may 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.

Responsibilities

• Monitor vendor performance, ensure compliance with goals, and manage invoices.
• Drive quality performance management through ensuring Quality Assurance (QA) insights and collection from vendors, and assist vendors with pre-launch quality readiness.
• Develop and maintain SOPs, process maps, workflow documentation, help resources, and relevant training and certification programs.
• Serve as the primary point of contact for assigned vendor engagements, and communicate operational/process updates to vendors.
  
  
  

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .