This role may also be located in our Playa Vista, CA campus.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Atlanta, GA, USA; New York, NY, USA; Los Angeles, CA, USA.
Minimum qualifications:
- Bachelor’s degree in Education, Instructional Design, related field, or equivalent practical experience.
- 7 years of experience on improving agent quality in a scaled vendor operation by leveraging Training.
- 5 years of experience in Project Management and Stakeholder Management.
- Experience in Vendor Management Operations.
Preferred qualifications:
- Experience managing cross-functional projects with delivery in organizations.
- Ability to build partnerships with business partners and team members and influence others.
- Ability to communicate effectively with multiple levels including executive leadership team, peers, and managers.
- Excellent written and verbal communication skills.
About the job
YouTube’s ecosystem is constantly growing and evolving, and it is critical to deploy resources efficiently to best serve YouTube’s users, creators, and advertisers globally. We believe it’s critical to prepare our vendor partner agents supporting our operations. The Global Vendor Operations organization oversees vendor operations for all of YouTube. These vendors provide support to all YouTube users — viewers, paid users and subscribers, and creators, artists and media companies globally, across all YouTube products.
As Training Program Manager, you help agents to delight customers by providing learner-centric training strategies. You will analyze trends and future launches to anticipate training needs and advocate the continual improvement of the agent training experience.
Working with our cross-functional teams, you will create training project plans, review the design and development process, develop knowledge base articles, and coordinate with our vendors to ensure smooth delivery to our global service delivery centers. You will report training progress and evaluate the training to understand its effectiveness in preparing agents to provide quality service to our consumers.
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.
The US base salary range for this full-time position is $132,000-$194,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.
Responsibilities
- Consult with business partners and stakeholders to determine the most effective training strategy to support products and workflows.
- Provide thought leadership to build the training program which balances for efficiency and effectiveness goals for the organization.
- Analyze trends in quality results, product launches, anticipate learning needs, and devise appropriate training interventions.
- Lead the development and implementation of curricular framework for all YouTube training that drive business results. Manage programs of periodic product knowledge tests across products.
- Drive training development to completion by managing timelines, overseeing the instructional design process, and coordinating the delivery of training to our help centers.
Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google’s Applicant and Candidate Privacy Policy.
Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google’s EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.
