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Support Program Manager, YouTube Operations

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Google

23d ago

  • Job
    Full-time
    Senior Level
  • San Bruno

AI generated summary

  • You must have a Bachelor's degree, 5 years in program management, cross-team project experience, and a background in customer service or support operations. Preferred: tech delivery and stakeholder collaboration experience.
  • You will manage OKRs across teams, lead cross-functional programs, facilitate global working groups, communicate progress to stakeholders, and improve processes and documentation continuously.

Requirements

  • 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.
  • * Experience working in customer service, scaled support, vendor operations, or similar roles with experience in support operations, workflows, infrastructure/tooling, channels, metrics, etc.
  • Preferred qualifications:
  • * Experience leading tech delivery initiatives and an understanding of the full software development lifecycle.
  • * Experience collaborating with and influencing stakeholders spanning across multiple organizations and different levels of responsibilities.
  • * Familiarity with support-related tooling and infrastructure (e.g., agentic AI, CRM, telephony, knowledge management, etc.)
  • * Ability to identify/prioritize opportunity areas with input from cross-functional teams and comfort with ambiguity.
  • * Ability to demonstrate capability of self-initiative, leadership roles, breakthrough thinking, and leading in dynamic environments.

Responsibilities

  • Manage and align on OKRs across cross-functional teams, navigating cross-functional team objectives and ensuring Roles and Responsibilities (R&R) is clearly defined for all programs.
  • Lead cross-functional, distributed programs, driving high performance behaviors, breaking down large complex problems into manageable chunks, enable delivery by creating clarity from ambiguity through strong governance, 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, ensuring the programs are elevated to the right leadership altitude.
  • Establish, scale, and continuously and measurably improve processes, tools and documentation.

FAQs

What locations are available for this position?

The position can be located in San Bruno, CA; Atlanta, GA; Mountain View, CA; New York, NY; or Los Angeles, CA.

What are the minimum qualifications required for this role?

The minimum qualifications include a 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, and experience in customer service, scaled support, vendor operations, or similar roles.

Are there any preferred qualifications for this role?

Yes, preferred qualifications include experience leading tech delivery initiatives, collaborating with stakeholders across multiple organizations, familiarity with support-related tooling and infrastructure, and the ability to identify opportunity areas and lead in dynamic environments.

What is the salary range for this position?

The US base salary range for this full-time position is $136,000-$197,000, plus bonus, equity, and benefits.

What type of projects will the Support Program Manager handle?

The Support Program Manager will handle cross-functional programs related to YouTube Consumer Experience Operations, Creator Success Operations, and Scaled Comms and Escalations, focusing on transforming and maturing operations through strong program delivery.

What are the key responsibilities of this role?

Key responsibilities include managing OKRs across teams, leading cross-functional programs, facilitating large working groups, evaluating program progress, and continuously improving processes and tools.

Is prior experience in customer service important for this role?

Yes, experience working in customer service, scaled support, or vendor operations is a key part of the minimum qualifications for this role.

Will candidates with criminal histories be considered for employment?

Yes, qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable fair chance ordinances.

What kind of initiatives will the Support Program Manager work on?

The Support Program Manager will work on initiatives aimed at increasing program maturity, enhancing operational workflows, ensuring readiness for product launches, and implementing cost-saving measures.

How does the role involve collaboration?

The role involves collaboration with cross-functional partners including technology, product, engineering, marketing, and support teams to drive and execute programs effectively.

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Google

Technology
Industry
10,001+
Employees
1998
Founded Year

Mission & Purpose

A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.