Vendor Operations Manager, YouTube Trust and Safety

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 7 years of experience in operations or business management, and vendor management.
  
• 7 years of experience using analytics or applying project management tools to address business issues (e.g., Data Analytics, Google SQL, Data Modeling, Google Portfolio).
  
• Experience in consulting or developing and communicating strategy at executive level for decision making with clear recommendations using fact/data based approach.
  

Preferred qualifications:

• MBA or Master's degree in a management field with emphasis on business operations and strategy.
  
• Experience in program management on cross-functional projects.
  
• Experience in managing ambiguity, achieving results in a fluid environment and continually adapting to changing business needs.
  
• Excellent written and verbal communication skills, with the ability to communicate effectively with multiple levels including the executive leadership team, peers and managers.
  
• Excellent problem-solving skills, including modeling and presentation skills.
  

About the job

Fast-paced, dynamic, and proactive, YouTube’s Trust & Safety team is dedicated to making YouTube a safe place for users, viewers, and content creators around the world to belong, 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 & Safety team is on the frontlines of enhancing the YouTube experience, building internet safety, and protecting free speech in our ever-evolving digital world.

In this role, you will be responsible for YouTube vendor operations. You will work on YouTube products to enable support for users and creators across channels. You will have knowledge of our constantly evolving product suite to ensure that user feedback flows to the stakeholders or product team. In this cross-functional 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.

You will help realize the next level of performance for YouTube content Operations. You will manage critical workflows operated by vendors within the region. This job will require accountability of vendor performance for which includes, overseeing staffing, service-level agreement (SLA) adherence, quality performance and other operations metrics. You will also manage sections of the global operational strategy and support model, including decisions, agreements, vendor selection and continuous improvements of business processes. You will 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

• Be accountable for operations and managing overall vendor performance across workflows.
• Develop and maintain the regional workflow strategy, identify and mitigate risk from a delivery standpoint and ensure compliance with all internal policies and procedures.
• Partner with cross-functional teams locally and globally to drive continuous vertical and horizontal improvements at scale.
• Manage escalation in line with the established policies and procedures.
• Lead and deliver regular business reviews with key stakeholders and vendor relationship management activities.