• Drive the execution of global, distributed programs critical to the success of YouTube’s consumer and creator customer experience teams, by deconstructing complex initiatives into phased workstreams with clear dependencies.

• Orchestrate high-stakes, cross-functional working groups across global time zones, translating complex hurdles into strategic trade-off discussions for executive leadership. Influence director-level, above stakeholders to secure resource buy-in, drive cross-department alignment.

• Develop high-visibility status reporting that bridges the gap between tactical updates and executive summaries. Skilled at calibrating the message for the audience ensuring critical risks are escalated early to the right leadership tier before they impact the critical path.

• Perform occasional (typically 1-3x/year) domestic or international travel to facilitate program-related workshops with stakeholders.

• Establish governance frameworks that maintain project momentum while remaining agile enough to pivot resources based on real-time data or shifting business priorities.

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.

• Bachelor's degree or equivalent practical experience.

• 5 years of experience in program/project management within video/streaming product or customer experience organization

• 5 years of experience managing cross-functional or cross-team projects involving frontline support related tooling (e.g., agentic AI, CRMs, telephony technology), frontline support delivery process transformations (transition workflows from employees to vendors, support user journeys, vendor workflow design, quality frameworks), and external product/feature launches.

• Experience with the software development life cycle (e.g., build, test, release).