Ops Excellence & AI-Driven Escalations Lead

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

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.