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Operations Excellence and Innovation Manager, YouTube

Google
11 hours ago
Full-time
On-site
New York City, NY
$111,000 - $159,000 USD yearly

JobsCloseBy Editorial Insights

YouTube’s Operations Excellence and Innovation Manager in New York City is a full‑time onsite role that designs and owns global QA frameworks for social support and escalation workflows, translates QA findings into remediation, and drives data‑driven improvements with cross‑functional partners across GVO, Operations Managers, and Regional Leads. The role also pilots AI‑driven sampling with T&I and leads readiness for launches on new platforms, ensuring training and knowledge resources are in place. To apply, emphasize 5+ years in operations or program management, experience designing workflows, vendor and cross‑functional collaboration, escalation management, and a proven metrics‑driven mindset; highlight any AI tooling and QA automation that delivered measurable improvements. Show examples of global collaboration and a track record of scaling support channels.


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.