Operations Excellence and Innovation Manager, YouTube

Google; Los Angeles (CA); On-site; USD 111,000 - 159,000; Full time

Job summary

Google's YouTube Scaled Comms and Escalations team operates 24/7 on YouTube's public conversations and sensitive user interactions, shaping public discourse, and safeguarding brand reputation.

The role focuses on designing unified QA standards, translating findings into remediation plans, and deploying AI-driven sampling to improve quality and readiness across platforms.

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.

Responsibilities

• Design, standardize, and own unified 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, 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.

Skills

Workflow design

Operations launch

Quality frameworks

Vendor management

Education

Bachelor’s degree

Tools

AI tooling

Performance dashboards

Job description

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; Los Angeles, CA, USA; San Bruno, CA, USA

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

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.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EOO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.