Join YouTube Global Vendor Operations as a Quality Lead and play a pivotal role in ensuring exceptional user experiences. This position is ideal for individuals passionate about driving quality and innovation within a global team.

As a Program Manager, you will be instrumental in tackling complex, cross-functional projects from inception to completion. This involves meticulously planning requirements, managing project timelines, identifying potential risks, and fostering clear communication across diverse teams.

The YouTube Global Vendor Operations team is dedicated to developing effective strategies that support YouTube's continuous growth. We strive to understand stakeholder decision-making processes, proactively identify client business needs, and leverage our product and service offerings to foster their success.

Our team leads a comprehensive global vendor quality program, empowering our suppliers to deliver outstanding experiences for YouTube's users, content creators, and partners.

Develop and implement robust Quality Assurance (QA) frameworks that directly align with key business objectives.

Continuously monitor the performance and accuracy of AI QA models, utilizing critical metrics such as Precision, Recall, and Human Inter-rater Agreement.

Oversee the integration of human-validated Golden Labeling derived from manual overrides to facilitate ongoing, high-fidelity model retraining.

Establish and manage blind review protocols alongside intricate, multi-tiered human and AI arbitration processes to mitigate Automation Bias.

Design and deploy stratified sampling methodologies that prioritize high-risk or ambiguous interactions, particularly those with low AI confidence scores, for in-depth human review.

Collaborate closely with the training team to identify and address any quality deficiencies.

Possess a Bachelor's degree or demonstrate equivalent practical experience.

Offer at least 5 years of experience in identifying process inefficiencies or working effectively within cross-functional teams.

Demonstrate a minimum of 5 years of experience applying contact center metrics and established QA methodologies.