Director, Vendor Management and Agent Enablement, TNS, YouTube

Director, Vendor Management and Agent Enablement, TNS, YouTube

share

Share Director, Vendor Management and Agent Enablement, TNS, YouTube

• linkCopy link
• emailEmail a friend

corporate_fareYouTubeplaceSan Bruno, CA, USA; New York, NY, USA; +2 more; +1 morebar_chartDirector+

Apply

share

Share Director, Vendor Management and Agent Enablement, TNS, YouTube

• linkCopy link
• emailEmail a friend

info_outline

X

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:

• Bachelors 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 Masters 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 YouTubes 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, youll 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.

Were looking for an empathetic leader who thrives in fast-moving environments. Youre 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.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Googles Applicant and Candidate Privacy Policy.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Googles EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

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.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.