Workforce Management Program Manager, YouTube

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to manage these changes.
• 5 years of experience building relationships with stakeholders or clients, with experience in industry-standard WFM platforms (e.g., Verint, NICE, Aspect).
• 5 years of experience in a customer or client-facing role.
• 3 years of experience in a contact center environment, including 2 years of experience in a Workforce Management (WFM) role.
• 3 years of experience designing and executing global workforce planning strategies, including the development of resource management systems, processes, and tools.

Preferred qualifications:

• MBA or Master's degree.
  
• 5 years of operational management experience within a fast-paced enterprise setting.
• Experience managing large-scale, dynamic technical projects involving engaging resources, tight timelines, and shifting priorities.
• Ability to switch seamlessly between high-level strategic planning and tactical execution.
• Strong communication and presentation skills to lead business reviews, align priorities with senior leadership, and influence decision-making.
• Advanced analytical skills with a structured approach to solving complex operational challenges and driving continuous process improvements.

About the job

In this role, you will lead the end-to-end distribution of incoming volume demand, oversee vendor agent forecasting and scheduling, and maximize efficiency using workforce optimization tools and processes. You will balance agent capacity across multiple vendor sites while actively identifying opportunities to boost productivity, enhance user value, and scale operations. Beyond daily execution, you will help shape our long-term support strategy and drive continuous improvement across key business processes.
Your role requires close collaboration with US-based cross-functional partners, the core Workforce Management team, and our Global Command Center. To ensure seamless real-time alignment across time zones, you must be comfortable working a flexible shift between 2:00 PM and 1:00 AM IST.

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.

In this role, you will lead the end-to-end distribution of incoming volume demand, oversee vendor agent forecasting and scheduling, and maximize efficiency using workforce optimization tools and processes. You will balance agent capacity across multiple vendor sites while actively identifying opportunities to boost productivity, enhance user value, and scale operations. Beyond daily execution, you will help shape our long-term support strategy and drive continuous improvement across key business processes.
Your role requires close collaboration with US-based cross-functional partners, the core Workforce Management team, and our Global Command Center. To ensure seamless real-time alignment across time zones, you must be comfortable working a flexible shift between 2:00 PM and 1:00 AM IST.
Your role requires close collaboration with US-based cross-functional partners, the core Workforce Management team, and our Global Command Center. To ensure seamless real-time alignment across time zones, you must be comfortable working a flexible shift between 2:00 PM and 1:00 AM IST.

Responsibilities

• Coordinate with internal teams to contribute to and align on workforce planning activities. Act as the primary escalation owner for specific workflow-related issues and real-time operational disruptions.
• Design flexible capacity models to enable business outcomes, drive high utilization and cost-effective vendor support. Lead overall vendor performance to ensure strict staffing compliance and hit Service Level Agreements (SLAs).
• Collaborate with internal groups to translate business requirements into new processes and ongoing operational improvements. Utilize YouTube’s complex data infrastructure to automate routine data collection and vendor reporting processes.
• Prepare and conduct business reviews with stakeholders, synthesizing actionable insights from vendors. Leverage tools such as Verint and Anaplan to manage capacity plans and monitor staffing compliance. Ensure strategic liaison between the global command center, vendor managers, and forecasting and insights teams to streamline operations, and eliminate redundancies.