Operations Excellence and Innovation Manager, YouTube

Google; New York (NY); On-site; USD 111,000 - 159,000; Full time

Job summary

Google’s YouTube team in New York is looking for an Operations Excellence and Innovation Manager to drive scalable quality frameworks and efficient processes across global vendor and employee operations.

You will design workflows, launch operational readiness programs, and partner with cross‑functional teams to improve metrics, reduce escalation cycles, and enable rapid, data‑driven improvements in a fast‑moving social platform environment.

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 across global employee and vendor teams for social support and escalation workflows.
• Translate QA findings and root-cause analyses into remediation plans with global vendor operations and regional leads to drive improvements.
• Develop closed-loop feedback mechanisms channeling quality and readiness insights to leadership and cross-functional teams.
• 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

Operations management

Program management

Operational readiness

Quality assurance (QA)

Workflow design

Education

Bachelor's degree

Job description

Operations Excellence and Innovation Manager, YouTube

Mid

Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

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.

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.

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

Learn more about benefits at Google.

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 targetted 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.

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