Join YouTube Global Vendor Operations as a Quality Lead and play a crucial role in shaping exceptional user experiences. This role is integral to a team dedicated to tackling complex business challenges and driving YouTube's continued growth.

As a Program Manager, you will steer significant, cross-functional projects from inception to completion. This involves meticulous planning, schedule management, risk assessment, and clear communication across diverse teams and global stakeholders. Your expertise will be vital in coordinating efforts and ensuring project milestones are met.

Develop and implement robust Quality Assurance (QA) frameworks, ensuring direct alignment with key business objectives. Continuously monitor AI QA model performance and accuracy through precise metrics like Precision, Recall, and Human Inter-rater Agreement.

Manage the integration of human-validated 'Golden Labeling' from manual adjustments to facilitate ongoing, high-fidelity model retraining.

Implement sophisticated blind review protocols and multi-tiered human-AI arbitration systems designed to mitigate Automation Bias.

Design advanced stratified sampling methodologies that strategically prioritize high-risk or ambiguous interactions for human evaluation.

Collaborate closely with the training team to effectively address and remediate identified quality gaps.

A Bachelor's degree or equivalent practical experience is required, alongside a minimum of five years of experience in identifying process inefficiencies or collaborating with cross-functional teams.

Demonstrated experience of at least five years in contact center metrics and QA methodologies is essential for this role.