Service Deliver Manager, Consumer Support, YouTube - Google
Atlanta, GA
About the Job
Minimum qualifications:
- Bachelor's degree in HR, Business or related field, or equivalent practical experience.
- 8 years of experience overseeing outsourced operations or operations management.
- Experience with Six Sigma, Lean, or other process improvement methodologies.
- Experience managing consumer support vendor operations for technology companies.
Preferred qualifications:
- MBA or Master's degree.
- 7 years of experience in problem solving, third-party vendor relationships, user documentation, and user training.
- Experience in sourcing and management techniques, vendor services management and agreements.
- Knowledge of SQL, analytics and Operations Six Sigma certification (or other relevant operations coursework).
- Familiarity with issues surrounding global-technology platforms.
- Deep knowledge of workforce management practices. Ability to handle multiple senior stakeholders, influencing strategy and execution at all levels
About the job
The Global Vendor Operations organization oversees vendor operations for all of YouTube. These vendors provide support to all YouTube users -- Creators, Partners, Consumer Subscribers, Artists, and Media Companies. GVO's mission is to deliver excellent service to all these communities at optimal costs while protecting the YouTube platform from all risks.
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 $129,000-$191,000 + 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
- Manage the overall performance of the consumer support vendor workforce in terms of CSAT, cost, quality and delivery of service.
- Ensure Top User Issues are addressed in a timely manner through cross-functional collaboration as well as advocating for the user and driving enhanced user experience.
- Develop and maintain strong relationships with external vendors to ensure timely and effective delivery of services. Collaborate with cross-functional teams to identify and onboard new vendors, as well as negotiate contracts and pricing.
- Lead planning, implementation, and execution of vendor management strategies to optimize service quality and cost effectiveness. Monitor and review vendor performance, identifying areas for improvement.
- Communicate regularly with vendors to address concerns, provide updates, and foster a positive working relationship. Act as a point of contact for internal stakeholders, providing updates on vendor performance and managing expectations.