Support Program Manager, YouTube Operations

Support Program Manager, YouTube Operations

This role may also be located in our Playa Vista, CA campus.

Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: San Bruno, CA, USA; Atlanta, GA, USA; Mountain View, CA, USA; New York, NY, USA; Los Angeles, CA, USA.

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.

About The Job

The YouTube Operations (Ops) Technical Program Management (TPgM) team provides centralized program management capabilities for the entire YouTube Ops portfolio of work in order to drive efficiencies and rigorous prioritization, mature and transform operational workflows, ensure operational readiness for product launches and growth, and measurably implement cost-savings initiatives.

The Support Program Management team sits within TPgM and supports the YouTube Consumer Experience Operations, Creator Success Operations, and Scaled Comms and Escalations teams. These teams own the end-to-end support experience for YouTube users and creators, and partner with Support Program Management to help them transform and mature their operations through strong program delivery and velocity.

As a Program Manager, you will establish processes, measurably increase program maturity to decrease resource pressures, drive cross-functional alignment with YouTube teams, and organize overall YouTube Global Ops workstreams for the domain you cover. This will require you to collaborate with many cross functional partners including technology and insights, product, engineering, marketing, go-to-market, and support, to drive and execute programs and solve complex operational challenges. You will be organized with attention to detail, diligently planning roadmaps and tracking progress of key milestones, and will drive launches or initiatives requiring cross-functional resources. As a trusted steward of team objectives and key results, you will also drive and influence overall performance within the team to deliver excellent outcomes. You will be comfortable in organizing chaos and ambiguity anticipating roadblocks well in advance, keeping programs on course by chasing action items and dependencies, setting strategic direction of the program and effective in communicating program status to executives and cross-functional teams.

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.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Key skills/competency

• Program Management
• Project Management
• Cross-functional Leadership
• Stakeholder Management
• Operational Efficiency
• Workflow Optimization
• Process Improvement
• Roadmapping
• Risk Management
• Executive Communication