Workforce Management Lead, Trust and Safety, YouTube

Note: Google’s hybrid workplace includes remote and in-office roles. By applying to this position you will have an opportunity to share your preferred working location from the following:

In-office locations: San Bruno, CA, USA.
Remote location(s): California, USA.

Minimum qualifications:

• Bachelor's degree in Operations Management, Supply Chain, Workforce Management, a related field, or equivalent practical experience.

• 10 years of experience managing teams focused on Data Science, Analytics, Workforce Operations, or a related area.

• 6 years of experience working in call centers, operations, vendor management, and/or workforce management in the technology industry.

Preferred qualifications:

• Six sigma black belt or equivalent certification.
• Experience managing workforces focused on operations (e.g., content moderation, mortgage processing, claims processing, etc.).
• Experience collaborating and influencing stakeholders across product and business functions.
• Experience using industry standard WFM systems (e.g., Verint, etc.) and leading efforts to build new WFM platforms and capabilities.
• Excellent written and verbal communication skills.
• Passion for solving problems and identifying opportunities to drive operational excellence for the business.

About the job

YouTube's user base is growing and changing, presenting unique challenges and opportunities to support over a billion monthly users globally. Fast-paced, dynamic, and proactive, the YouTube Support team provides seamless, brilliant support to our content creators, advertisers, and viewers on all platforms around the world. Our goal is to ensure users have easy access to comprehensive support when and where they need it, and to allow our users’ voices to help shape product solutions.

As a member of the Support team, you'll analyze top issues facing our users and content creators, work with cross-functional teams to resolve them, and help manage support operations. Whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide stellar support, you'll drive reach, satisfaction, and resolution — making YouTube an exceptional user experience for everyone.

As a Workforce Management Lead, you'll be responsible for leading a team of Workforce Forecast and Program Managers who are managing the distribution of overall incoming volume across all channels (e.g., phone, email, chat), overseeing vendor agent forecasting and scheduling, and optimizing efficiency with a workforce management (WFM) tool.

You will understanding agents across multiple sites, queues, and languages and enhance the ability to drive areas of productivity and customer value. You will also be expected to contribute to the operational strategy, support model, and the continuous improvement of business processes for YouTube Support and Trust and Safety reviews.

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.

Responsibilities

• Lead a team focused on workforce planning activities with other internal teams to build and operationalize comprehensive and flexible staffing models to drive engagement and effective vendor scheduling.
• Manage multiple analytics projects and ad-hoc requests with flexibility and tolerance for ambiguity. Automate routine data collection and vendor reporting processes using Google's complex data infrastructure.
• Manage, prepare, and conduct business reviews with key vendors. Assist with the administration of WFM forecasting and scheduling tool and troubleshoot/escalate vendor system issues.
• Assist with reporting needs, producing accurate and efficient reporting on operational metrics using various WFM reporting tools. Contribute data and insights on key performance indicators (KPIs) and maintain updated workforce management and vendor data.
• Utilize workforce management tools and ensure that vendors are using tools optimally, assisting vendors with questions and troubleshooting of tools.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.