YouTube Global Ops needs a Program Manager to establish processes, increase program maturity, decrease resource pressures, drive cross-functional alignment, and organize workstreams for their domains. The role aims to solve complex operational issues by collaborating with various teams and driving initiatives.
Requirements
- 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.
- Experience leading tech delivery initiatives and an understanding of the full software development life-cycle.
- Familiarity with support-related tooling and infrastructure (agentic AI, CRM, telephony, knowledge management, etc.).
Responsibilities
- Manage and align on OKRs across cross-functional teams, navigating cross-functional team objectives and ensuring R&R is clearly defined for all programs.
- Lead cross-functional, distributed programs, generate high performance behaviors; break down, complex problems into manageable parts; 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.
Other
- Bachelor's degree or equivalent practical experience.
- Experience collaborating with and influencing stakeholders spanning across multiple organizations and different levels of responsibilities.
- Demonstrated capability of self-initiative, leadership roles, breakthrough thinking, and leading in dynamic environments.
- Ability to work with ambiguity and to identify/prioritize opportunity areas with input from cross-functional teams.
- Excellent organizational, negotiation, multi-tasking, project management and prioritization skills with the ability to manage multiple time-sensitive projects in a fluid environment.
