Description: Our client is currently seeking a Program Manager 3
Project Overview:
The YouTube Help and Education team creates, manages, and maintains help content across various scaled support levers. The team collaborates cross-functionally to streamline communications and operations, and optimizes processes for large-scale help initiatives, ensuring efficiency throughout the support system.
Overall Responsibilities:
Manage operations workflow, forecasting, and delivery for a vendor workforce, while monitoring progress against goals and managing operations to meet and exceed KPIs.
Deep dive and perform root cause analysis to understand the drivers for low performance and partner with the vendor supplier to drive improvement.
Identify opportunities for process optimization.
Partner with the stakeholders to develop and socialize scalable metric documentation.
Improve Key Performance Indicators by evolving the Quality Assurance system to better identify, measure, and identify improvement opportunities in team performance.
Work as a member of a team, collaborating closely together and jumping in to help out with some operational tasks.
Top 3 Daily Responsibilities:
Track vendor performance against key metrics (KPIs). Address performance issues promptly and collaborate with vendors to implement corrective actions.
Support a global quality assurance program, driving consistency and continuous improvement across writing quality, and process adherence.
Create new and refine existing scalable documentation as processes change; develop comms to ensure that all impacted stakeholders and teams are aware of any updates.
Mandatory Skills/Qualifications: (All skills, both technical and soft, required to be successful in the role)
Bachelor's degree or equivalent practical experience.
5+ years of experience in program management
Strong organizational and planning skills: The ability to manage multiple projects simultaneously and ensure content is delivered on time.
Ability to work independently and drive projects to completion with minimum guidance and high attention to detail.
Ability to influence others with excellent written and verbal communication skills, including presentation development and delivery.
Strong team player with the ability to thrive in a fast-changing, often ambiguous environment.
Excellent communication skills: Both written and verbal communication for clear and concise communication with stakeholders.
Technical aptitude and analytical skills: Ability to understand data, use content management systems (CMS), and make data-driven decisions.
Attention to detail: Ensuring accuracy and quality in content production and delivery.
Strong problem-solving skills: The ability to identify and resolve issues related to content workflow and processes.
Project management skills: Experience with project management methodologies and tools.
Non-Essential Skills/Qualifications: (Skills that would be nice to have but are not essential in the role)
Experience operating within support organizations.
Excellent project manager and self-starter, with the ability to work independently and on multiple initiatives at the same time.
Excellent leadership, communication, project management, and analytical skills.
Ability to work globally and cross-functionally in an ambiguous environment. Excellent problem-solving skills and impeccable business judgment.
Proven ability to prioritize and manage multiple work streams at once without sacrificing quality of work or timeliness.
Experience with vendor management.
Proven ability to work with our partners (Vendor Operations and vendor agents) in a positive, productive way that encourages collaboration.
Skill/Experience/Education
Mandatory
Content management systems (CMS), project management methodologies and tools. Creating Presentations.
Contact: akumar19@judge.com
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