Agent Enablement Lead, Global Scaled Operations, Youtube

Google Inc. San Bruno , CA 94066

Posted 3 months ago

The YouTube Global Scaled Operations (GSO) team develops practical and innovative ways to address complex business challenges and keep YouTube thriving. We anticipate how decisions are made, persistently explore and uncover the business needs of our key clients, and understand how our range of product and service offerings can enable their business success. We also lead the global vendor strategy across all organizations, manage business risks, ensure we have great agreements, and deliver amazing client experiences for YouTube's top customers and partners. Using influencing and relationship-building skills, we provide YouTube-caliber client service, legal guidance, research, and market analysis.

As Continuous Improvement Lead, you will be a strategic leader with experience modeling agreements for extended or outsourced workforces, managing a team and setting strategic Objectives and Key Results (OKRs) around outsourced agreements.

In this role, you will be responsible for extended workforce/vendor agent enablement functions including training, knowledge, quality, and process. You will ensure vendor partners and their service agents supporting YouTube operations have the right knowledge, skills, and process to provide excellent service. You advocate for these initiatives with internal process owners and our vendor partners in the delivery centers.

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.

Minimum qualifications:

  • Bachelor's degree or equivalent practical experience.

  • 8 years of experience in support operations or enabling vendor operations. 5 years of experience in people management.

  • Experience designing structured content and processes to drive efficiency and scale.

  • Experience structuring agent quality and training programs.

Preferred qualifications:

  • Experience in project management and program management.

  • Ability to create vendor workflow processes that accurately manage, monitor, and audit performance and inform future training, knowledge creation, and quality controls.

  • Ability to influence stakeholders.

  • Excellent communication skills.

  • Develop training framework to ensure agent proficiency and reduced ramp time.

  • Develop knowledge framework to ensure timely, accurate, and consumable content.

  • Develop process excellence framework to ensure user delight and efficient operations.

  • Develop and maintain impactful QA programs and closed loop processes and systems to integrate training, quality, knowledge, and process excellence.

  • Work with global partners and functional business partners to establish more unified content operations across the world.

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