Operations Manager, GenAI, Trust and Safety, YouTube

YouTube; London; On-site; GBP 50,000 - 90,000; Full time

Job description

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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.

Preferred qualifications:

• Experience working with Business and Product/Engineering teams in a fast-paced environment.
• Experience with AI-enabled solutions, including Agentic AI across text and multi-modal applications for self-help support and troubleshooting use-cases.
• Ability to communicate and influence effectively, including excellent presentation skills and experience presenting to senior audiences.
• Ability to build strategic stakeholder relationships in an environment that can be ambiguous and susceptible to changing needs.
• Interest in technologies such as leveraging GenAI tools in your day-to-day to enhance the quality, effectiveness, and creativity of deliverables.

About the job:

As an Operations Manager, you will be responsible for YouTube vendor operations. You will work on YouTube Products to enable support for users and creators across channels. You have detailed knowledge of our constantly evolving product suite to ensure that user feedback flows to the stakeholders/Product team and fuels innovation. In this highly cross-functional role, you will represent our users and solve problems with the internal teams. You will process suggestions, bugs, abuse, and other product information to ensure we are constantly improving the user experience.

In this role, you will help realize the next level of performance for YouTube Content Operations. You will manage critical workflows operated by vendors within the region. You will require accountability of vendor performance which includes, but is not limited to, overseeing staffing, Service-level agreement (SLA) adherence, quality performance, and other operations metrics. You will also develop and program manage key strategic projects related to global vendor operations. Additionally, you will manage sections of the long-term global operational strategy and support model, including deploying decisions, agreements, vendor selection, and continuous improvements of business processes. This role may expose you 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:

• Collaborate with cross-functional teams to explore and experiment with new AI technologies and approaches, develop a roadmap, lead proof-of-concepts, and scaled solutions.
• Identify and evaluate Critical User Journeys opportunities to incubate with AI and advance our enforcement capabilities.
• Monitor vendor performance, ensure compliance with goals, and manage invoices. Collaborate closely with a wide range of stakeholders including engineers, product managers, and policy experts.
• Drive quality performance management through ensuring Quality Assurance (QA) insights and collection from vendors, and assist vendors with pre-launch quality readiness.
• Serve as the primary point of contact for assigned vendor engagements, and communicate operational/process updates to vendors.