Support Program Manager, YouTube Operations
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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; Atlanta, GA, USA; Mountain View, CA, USA; Los Angeles, CA, USA; San Bruno, CA, USA.Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in program or project management.
- 5 years of experience managing cross-functional or cross-team projects.
- Experience working in customer service, scaled support, vendor operations, or similar roles with experience in support operations, workflows, infrastructure/tooling, channels, metrics, etc.
Preferred qualifications:
- Experience leading tech delivery initiatives and an understanding of the full software development life-cycle.
- Experience collaborating with and influencing stakeholders spanning across multiple organizations and different levels of responsibilities.
- Familiarity with support-related tooling and infrastructure (agentic AI, CRM, telephony, knowledge management, etc.).
- Demonstrated capability of self-initiative, leadership roles, breakthrough thinking, and leading in dynamic environments.
- Ability to work with ambiguity and to identify/prioritize opportunity areas with input from cross-functional teams.
- Excellent organizational, negotiation, multi-tasking, project management and prioritization skills with the ability to manage multiple time-sensitive projects in a fluid environment.
About the job
As a Program Manager, you will establish processes, measurably increase program maturity to decrease resource pressures, drive cross-functional alignment with YouTube teams, and organize overall YouTube Global Ops workstreams for the domain(s) you cover. This will require you to collaborate with many cross functional partners including other Operations teams, Business Technology (BizTech), Product, Engineering, Marketing, Go-To-Market, and Support, to drive and execute programs and solve complex operational issues. In this role, you will be organized with meticulous attention to detail, diligently planning roadmaps and tracking progress of key milestones, and will drive launches or initiatives requiring cross-functional resources, you will also drive and influence overall performance within the team to deliver excellent outcomes. Also you will be comfortable in organizing chaos and ambiguity -- anticipating roadblocks well in advance, keeping programs on course by chasing action items and dependencies, setting strategic direction of the program and effective in communicating program status to executives and cross-functional teams.
The working environment at YouTube is fluid and you will grow in ambiguity, and can effectively influence and drive results across multiple teams.
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
- Manage and align on OKRs across cross-functional teams, navigating cross-functional team objectives and ensuring R&R is clearly defined for all programs.
- Lead cross-functional, distributed programs, generate high performance behaviors; break down, complex problems into manageable parts; enable delivery by creating clarity from ambiguity through strong governance, structuring and sequencing delivery to maximize value and remaining open minded to pivot based on learning or changes.
- Facilitate large, global, cross-functional working groups and influence a broad range of stakeholders, including executives.
- Evaluate progress and communicate program status, risks, and next steps to internal stakeholder teams and executive sponsors, ensuring the programs are elevated to the right leadership altitude.
- Establish, scale, and continuously and measurably improve processes, tools and documentation.
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