Service Delivery Manager, YouTube Consumer Support Posts by Google

February 21, 2024
Service Delivery Manager, YouTube Consumer Support Posts by Google

Job Description

About the job:

In this role, you will monitor the overall performance of the consumer support vendor workforce. You will provide support to all YouTube users such as creators, partners, consumer subscribers, artists, and media companies. You will deliver excellent service to all these communities at optimal costs while protecting the YoutTube platform from all risks.

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.

Minimum qualifications:

  • 11 years of experience managing consumer support vendor operations for technical companies.
  • Experience with process improvement methodology (e.g., Six Sigma).

Preferred qualifications:

  • Experience in sourcing and management techniques, vendor services management and contracting.
  • Familiarity with issues surrounding global-technology platforms.


  • Ensure user issues are addressed in a timely manner through cross-functional collaboration as well as advocating for the user and driving enhanced user experience.
  • Develop and maintain relationships with external vendors to ensure timely and effective delivery of services.
  • Collaborate with cross-functional teams to identify and onboard new vendors, as well as negotiate agreement and pricing.
  • Lead the planning, implementation, and execution of vendor management strategies to optimize service quality and cost effectiveness.