Director, Vendor Management and Agent Enablement, TNS, YouTube
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This role may also be located in our Playa Vista, CA campus.
Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: San Bruno, CA, USA; New York, NY, USA; Los Angeles, CA, USA.Minimum qualifications:
- Bachelor's degree in Business, Operations, Engineering, a related field, or equivalent practical experience.
- 15 years of experience in global operations, vendor management (BPO/outsourcing), management consulting, Trust & Safety, or customer/creator support operations.
- 10 years of people management experience, including leading managers and building globally distributed teams across multiple regions (AMER, EMEA, APAC).
- Experience managing multi-million-dollar operating budgets (OpEx), global vendor contracts, SLA governance, and operational or quality transformation programs.
Preferred qualifications:
- MBA or Master's degree in Business, Operations Research, Engineering, or a related analytical field.
- Experience leading Trust & Safety, content moderation, creator support, or risk and compliance operations for a major consumer internet or digital media platform.
- Experience applying AI/ML technologies, automation, and human-in-the-loop data evaluation workflows to transform scaled human operations and improve reviewer well-being.
- Demonstrated success executing complex vendor footprint strategies including vendor segmentation, BPO consolidations, site diversifications, and zero-disruption cross-vendor transitions.
- Proven track record of designing and scaling statistical quality frameworks and modern adult-learning or training programs that reduce time-to-proficiency.
About the job
As Director of Service Delivery, Quality, and Training, you will set the vision and strategy for Service Delivery, Quality Management, Training, Knowledge Management (KM), and Process Effectiveness across YouTube's Global Vendor Operations—helping keep YouTube safe while delivering great support to billions of viewers, creators, and partners. Sitting at the intersection of policy, product operations, and global vendor operations execution, you'll pair strategic vision with operational discipline to turn complex policy, safety, and regulatory goals into clear, scalable operations and build a culture of continuous improvement.
You will lead a globally distributed team of full-time Googlers. Through this team, you will also oversee our external vendor partners, who run scaled operations across dozens of Trust & Safety, Creator Support, and Consumer Support verticals. You will be accountable for protecting the platform, delivering high-precision quality, running efficient operations, and safeguarding the well-being of the extended workforce—all while hiring, coaching, and growing an exceptional leadership team. You will also partner closely with Risk, Compliance, Legal, Policy, and Engineering teams to uphold regulatory and operational governance, while supporting targeted AI/ML evaluation workflows across YouTube surfaces.
We're looking for an empathetic leader who thrives in fast-moving environments. You're just as comfortable diving into the details of quality metrics, capacity models, and vendor economics as you are partnering with VPs across Operations, Policy, Risk, Product, and Finance to work through tough trade-offs and lead lasting organizational change.
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.
Individual pay is determined by factors including job-related skills, experience, and relevant education or training.US: $256000 - $356000 (USD) + 30% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Set the global vision and multi-year roadmap for service delivery across regions and vendor partners. Guide SLA delivery, global capacity planning, multi-year OpEx budgets, and vendor footprint strategy.
- Build and run rigorous quality programs, statistical sampling, and regular policy calibration across content moderation, creator and consumer support, copyright, and scaled abuse—holding vendors accountable and fixing root causes fast when quality slips.
- Build modern training and KM programs that help new reviewers ramp faster, do their best work, and deliver consistent decisions.
- Foster a data-informed culture that balances quality, speed, cost, and reviewer well-being.
- Grow, mentor, and support a strong global leadership bench—helping your managers prioritize ruthlessly and develop their teams.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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