Operations Excellence and Innovation Manager, YouTube

Google; San Bruno (CA); On-site; USD 111,000 - 159,000; Full time

Job summary

Google is seeking a leader for YouTube Scaled Comms and Escalations to design and own unified QA frameworks across global teams, driving data-driven improvements in social support and escalation workflows.

You'll translate QA findings into remediation plans, partner with vendor operations, and deploy AI-driven sampling to prevent major quality misses. This role may be located at Playa Vista, CA or San Bruno, CA campuses.

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 teams for social support and escalation workflows.
• Translate QA findings into remediation plans and drive data-driven operational improvements with global partners.
• Develop closed-loop feedback to leadership on quality and readiness gaps across cross-functional teams.
• Partner with T&I to deploy AI-driven sampling and prototype real-time alerts for major quality misses.
• Own setup and readiness for launching support on new platforms, ensuring training and resources before launch.

Skills

Operations management

Program management

QA

Workflow design

Vendor management

Cross-functional collaboration

Data-driven improvements

Education

Bachelor’s degree or equivalent practical experience

Tools

QA automation

LLM tooling

AI-driven workflows

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

Learn more about benefits at Google .

• 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 EEO 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 .