Program Manager, Workforce Management, YouTube - Google

Atlanta, GA

About the Job

Minimum qualifications:

Bachelor's degree or equivalent practical experience.
5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to drive changes.
3 years of experience working in contact centers or workforce management.
Experience building a global workforce planning strategy.
Experience with Workforce Management tools such as Verint or similar.

Preferred qualifications:

5 years of experience in a fast-paced environment managing operations.
Experience managing dynamic technical projects, with conflicting resources and priorities.
Ability to collaborate with internal stakeholders across functions and geographies to drive improvement.
Ability to operate in both tactical and strategic environments.
Excellent written and verbal communication skills, with the ability to multitask, prioritize, influence, and collaborate at all levels.
Excellent communication and problem solving skills, with the ability to direct performance review discussions and manage business priorities.

About the job

In this role, you will manage efficiency through the use of Workforce Management tools and processes, identifying opportunities for improvement. You will contribute to the broader operational strategy and support model, identifying and implementing innovative solutions to optimize processes and performance.

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 $105,000-$154,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. 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

Participate in workforce planning with internal teams, and act as the contact for workflow issues, and liaise between Global Command Center and stakeholders to identify and streamline process opportunities.
Build and operationalize flexible staffing models for utilization and cost-effective vendor scheduling, while managing vendor performance.
Collaborate with internal groups to understand requirements, implement, and improve processes.
Manage analytics projects, automate data collection/reporting, and conduct business reviews.
Utilize Workforce Management tools (e.g., Verint, Anaplan) for capacity planning and staffing compliance.

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.

Source : Google