Global QA & Escalations Innovation Manager

Google; United States; On-site; USD 111,000 - 159,000; Full time

Job summary

Google and YouTube are seeking an Operations Excellence and Innovation Manager to design, implement, and scale QA standards across global vendor and employee operations, focusing on social support and escalation workflows. The role emphasizes cross-functional collaboration and readiness for launches on new platforms, with a strong emphasis on data-driven improvements.

The position involves leading QA initiatives, leveraging AI-powered tooling to scale efficiency, mentoring junior colleagues, and

Qualifications

• Minimum 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.

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 remediation plans; partner with global vendor operations (GVO), Operations Managers, and Regional Leads to drive systemic, data-driven 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.

Education

Bachelor’s degree or equivalent practical experience

Job description

Google and YouTube are seeking an Operations Excellence and Innovation Manager to design, implement, and scale QA standards across global vendor and employee operations, focusing on social support and escalation workflows. The role emphasizes cross-functional collaboration and readiness for launches on new platforms, with a strong emphasis on data-driven improvements.

The position involves leading QA initiatives, leveraging AI-powered tooling to scale efficiency, mentoring junior colleagues, and