Support Program Manager, You Tube Operations
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in program or project management.
- 5 years of experience managing cross-functional or cross-team projects.
Preferred qualifications:
- Experience leading technical delivery initiatives with an understanding of the full software development life-cycle.
- Experience collaborating with and influencing stakeholders spanning across multiple organizations and different levels of responsibilities.
- Familiarity with support-related tooling and infrastructure (agentic AI, CRM, telephony, knowledge management, etc.).
- Excellent organizational, negotiation, multi-tasking, project management and prioritization skills with the ability to manage multiple time-sensitive projects in a rapidly changing environment.
- Excellent problem-solving and impeccable business judgment skills with the ability to switch between big picture breadth and attention to detail depth.
About the job
The Consumer Experience Operations organization collaborates with cross-functional teams, including Product, Engineering, Vendor Operations, Marketing, Data Science and Legal, to identify and address user pain points and improve the overall support experience. Our team is tasked with developing innovative and user-centric support solutions that address the evolving needs of YouTube's user base — across NFL Sunday Ticket, YouTube TV, and YouTube Music and Premium, as well as Shopping and Fan Funding — with the goal of delivering an exceptional experience while increasing growth and retention. We drive the implementation of self-service tools and automated support workflows, and we equip support agents with the knowledge, tools and skills to provide high quality service.The YouTube Operations Technical Program Management (tPgM) team provides centralized program management capabilities for the entire YouTube Operations portfolio of work in order to drive efficiencies and prioritization, mature and transform operational workflows, ensure operational readiness for product launches and growth, and measurably implement cost-savings initiatives. We do this using deep domain expertise of YouTube’s products and operations.
The Support Program Management team sits within tPgM and supports the YouTube Consumer Experience Operations (CXO), Creator Success Operations (CSO), and Scaled Comms and Escalations (SCE) teams. These teams own the end-to-end support experience for YouTube users and creators (scaled/social/1:1 support), and partner with Support Program Management to help them transform and mature their operations through strong program delivery and velocity.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.
Responsibilities
- Lead cross-functional, distributed programs, driving high performance behaviors; break down large, complex problems into manageable chunks; enable delivery by creating clarity from ambiguity, structuring and sequencing delivery to maximize value and remaining open minded to pivot based on learning or changes.
- Facilitate large, global, cross-functional working groups and influence a broad range of stakeholders, including executives.
- Evaluate progress and communicate program status, risks, and next steps to internal stakeholder teams and executive sponsors.
- Establish, scale, and continuously and measurably improve processes, tools and documentation.
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