Support Program Manager, YouTube Operations

Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in program or project management.
• 7 years of experience managing cross-functional or cross-team projects.
  
  

Preferred qualifications:

• Experience working in program management related to customer service, scaled support, vendor operations, or similar roles.
• Familiarity of support workflows, support infrastructure contact centers, support channels, metrics, etc.
• Ability to succeed in ambiguity and identify/prioritize opportunity areas with input from cross-functional teams, proactively coming up with potential solutions/improvements.
• Ability to take initiative, take on leadership roles, demonstrate breakthrough thinking, and lead and influence in dynamic environments.
• Excellent organizational, negotiation, multi-tasking, project management and prioritization skills with the ability to manage multiple time-sensitive projects in a rapidly changing environment.
  
  

About the jobAt 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

• Own outcomes for complex, cross-functional programs in the creator, consumer, and scaled support domains that drive core business objectives. This will include developing program roadmaps, scope, approach, and gaining buy in for these plans for multiple director-level and above stakeholders.
• Serve as a program management authority across the broader YouTube Operations organization, demonstrating depth and breadth of knowledge as it relates to the support domain.
• Identify solutions to ambiguous problems that often lack precedent while thinking globally about the problems being solved. Develop new processes and procedures for your own programs that can scale more broadly to other programs in our portfolio.
• Influence senior stakeholders and ensure that key program milestones are met.
• Serve as Support Program Management point of contact for APAC-based leads and serve as conduit to broader global team.
  
  
  

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 .