Minimum qualifications:- Bachelor's degree or equivalent practical experience.
- 5 years of experience in business/product operations and strategy.
Preferred qualifications:- Experience with AI enabled solutions including Agentic AI across text and multi-modal applications for self-help support and troubleshooting use-cases.
- Experience working within Trust and Safety escalations.
About the jobYouTube has grown into a community used by over 1 billion people across the globe to access information, share video, and shape culture. The YouTube team helps budding creators build careers, creates products like YouTube Kids, YouTube Music, and YouTube Gaming, and engages communities around shared passions and global conversations. Together, we empower the world to create, broadcast, and share.
As a Service Delivery Manager within YouTube Trust & Safety (T&S), you will be a key architect in keeping the platform safe. You will lead end-to-end vendor operations, supporting fluid automation efforts and innovating with AI to bring new efficiencies to human-led operations. This role is not just about managing performance; it is about driving the long-term strategy for how YouTube protects its community worldwide.
In this role, you may be exposed to graphic, controversial, or offensive video content during team escalations, in line with YouTube's Community Guidelines.
US: $111000 - $159000 (USD) 15% bonus target equity benefits
Responsibilities- Identify and evaluate opportunities to incubate with AI and advance the enforcement capabilities. Synthesize analysis to deliver actionable, insightful, data-driven recommendations.
- Oversee third-party vendor partners and their dedicated associates supporting the account by monitoring Key Performance Indicators and vendor scorecards, develop business cases to drive logistics process improvements, and aligning and prioritizing initiatives in a dynamic environment with multiple interdependencies.
- Develop and maintain the overall workflow strategy, identify and mitigate risk from a delivery standpoint and ensure compliance with all internal policies and procedures.
- Structure/execute operational and strategic initiatives for YouTube T&S Vendor Operations by developing plans, gathering/synthesizing relevant data, leading analyses and developing recommendations.
- Collaborate with cross-functional teams (including engineers, product managers, policy experts, etc.) to explore and experiment with AI technologies and approaches, develop a roadmap, lead proof-of-concepts and scaled solutions.
