Training Program Manager, Trust and Safety, YouTube

Minimum qualifications:

• Bachelor's degree in HR, Business or related field, or equivalent practical experience.
• 5 years of experience in a customer or client-facing role supporting vendor operations.
• 5 years of experience managing third party logistics relationships.
  
  

Preferred qualifications:

• Bachelor's degree in Education, Instructional Design, related field or equivalent practical experience.
• 5 years of experience analyzing data and generating business insights in order to guide business decisions.
• Experience managing cross-functional projects with delivery in organizations.
• Experience deploying and delivering training programs to third party partners.
  
  

About The Job

Fast-paced, dynamic, and proactive, YouTube’s Trust and Safety team is dedicated to making YouTube a safe place for users, viewers, and content creators around the world to create, and express themselves. Whether understanding and solving their online content concerns, navigating within global legal frameworks, or writing and enforcing worldwide policy, the Trust and Safety team is on the frontlines of enhancing the YouTube experience, building internet safety, and protecting free speech in our ever-evolving digital world.

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

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we 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

• Consult with business partners and stakeholders to determine the most effective 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.
  
  
  

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 .