Training Program Manager, Trust and Safety, YouTube
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This role may also be located in our Playa Vista, CA campus.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: San Bruno, CA, USA; Los Angeles, CA, USA.Minimum qualifications:
- Bachelor's degree in Education, Instructional Design, related field or equivalent practical experience.
- 7 years of experience in project management or product strategy and stakeholder management.
- 5 years of experience in deploying and delivering training programs to third party partners.
Preferred qualifications:
- Experience managing cross-functional projects with delivery in organizations.
- Ability to communicate effectively with multiple levels including the executive leadership team, peers and managers.
- Ability to influence others and build partnerships with business partners and team members.
- Excellent written and verbal communication skills.
About the job
As a Training Program Manager, you help agents to delight customers by providing learner-centric training strategies. You will analyze trends and future launches to anticipate training needs and advocate the continual improvement of the agent training experience. You will have to 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 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 communications skills.
YouTube Trust and Safety is dedicated to ensuring that YouTube is a place for users, viewers, and 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. YouTube’s ecosystem is constantly growing and evolving, and it is critical to deploy resources efficiently to best serve YouTube’s users, creators and advertisers globally.
We believe it's critical to prepare our vendor partner agents supporting our operations. We are a one-stop shop for all things training within Global Vendor Operations (GVO) for Trust and Safety.
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.
The US base salary range for this full-time position is $132,000-$194,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.
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.
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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.
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