Program Manager 3
The Judge Group Inc.

Location: San Bruno, CA
Salary: $85.00 USD Hourly - $95.00 USD Hourly
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

This job and many more are available through The Judge Group. Find us on the web at www.judge.com

This job has expired.