Minimum qualifications:
- Bachelor's degree in Education, Instructional Design, a related field, or equivalent practical experience.
- 7 years of experience developing operational process solutions, and working with cross-functional teams to drive these changes.
- 7 years of experience in a customer or client-facing role supporting training capacities in customer support or operations.
- 7 years of experience analyzing data and generating business insights.
- 5 years of experience in extended workforce business/shared services environment in customer support or sales enablement function.
- Experience deploying training programs to third-party partners.
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- Experience using learning management systems to organize and deploy trainings at scale.
- Experience collecting, synthesizing, analyzing, and visualizing complex sources of data to derive insights and form recommendations to improve operational efficiency and efficacy.
- Familiarity with Connect Composer, Google's content management system, or other standard content management system (CMS) software.
- Ability to work with our partners (e.g., Vendor Operations and vendor agents) in a positive, productive way that encourages collaboration.
- Excellent executive communication and collaboration skills, with the ability to influence without authority at all levels, and cultivate strong cross-functional relationships.
About the job
The Global Vendor Operations organization oversees vendor operations for all of YouTube. These vendors provide support to all YouTube users viewers, users and subscribers, and Creators, artists and media companies globally, across all YouTube products.
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
- LeverageLearning and Developmentexpertise to define business driven strategies (e.g., Sales or Support operations), including training type, methodology, onboarding plans.
- Partner with Vendor Management Office (VMOs) and vendors to ensure delivery to our global service delivery centers, and advocate the continual improvement of the agent training experience.
- Monitor training execution efficiency and report training progress and evaluate the training to understand its effectiveness in preparing agents to meet the operations' goals (e.g., CSAt, Quality, sign ups, etc.).
- Partner with Quality Program Managers to analyze business results and agent quality, to identify and deliver agent enablement strategies to drive agent improvement.
- Manage cross-functional, multicultural stakeholders, balance multiple perspectives to assess needs, request and secure support to make efficient decisions. Lead and engage in decision making processes and influence without authority.