Operations Excellence and Innovation Manager, YouTube
- linkCopy link
- emailEmail a friend
This role may also be located in our Playa Vista, CA campus.
Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: New York, NY, USA; Los Angeles, CA, USA; San Bruno, CA, USA.Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in operations management, program management, operational readiness, QA, or a related field.
- Experience designing workflows, launching operations, implementing quality frameworks, or managing vendor/employee operational processes.
Preferred qualifications:
- Experience in escalation management, or social support QA/performance frameworks.
- Experience leading readiness, scaling support channels, or launching customer support/listening operations on new social media platforms or channels.
- Experience or interest in leveraging AI-powered workflows, QA automation, or LLM-driven tooling to scale efficiency and quality.
- Proven ability to build consensus and collaborate across global cross-functional teams, including Vendor Managers, third-party vendors, and technical teams.
- Excellent investigative skills, with experience using performance metrics and operational dashboards to guide process optimizations.
About the job
YouTube’s Scaled Comms and Escalations team works 24/7 at the forefront of YouTube’s engagement, managing both public conversations and sensitive user interactions surrounding YouTube product and policy. We are the brand's voice on social and community channels, actively shaping public discourse, fostering community growth, and scaling support. Simultaneously, we protect brand reputation and user safety through direct outreach and expert escalation management for sensitive and security-related issues.
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.
Individual pay is determined by factors including job-related skills, experience, and relevant education or training.US: $111000 - $159000 (USD) + 15% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Design, standardize, and own unified quality assurance (QA) frameworks, evaluation standards, and calibration sessions across global employee and vendor teams for social support and escalation workflows.
- Translate QA findings and root-cause analyses into targeted remediation plans; partner with global vendor operations (GVO), Operations Managers, and Regional Leads to drive systemic, data-driven operational improvements.
- Develop and maintain closed-loop feedback mechanisms channeling quality and readiness insights to leadership and cross-functional teams to address systemic knowledge and process gaps.
- Partner with T&I to deploy AI-driven sampling across social support cases and prototype real-time alerts to flag and prevent major quality misses.
- Own setup and readiness for launching support or listening on new platforms and expanded services, ensuring workflows, knowledge resources, and training are implemented before launch.
Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google's Applicant and Candidate Privacy Policy.
Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.
Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.