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Training and Process Enablement Manager

Google
Full-time
On-site

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: Los Angeles, CA, USA; New York, NY, USA; San Bruno, CA, USA.

Minimum qualifications:

  • Bachelor's degree in HR, Business, a related field, or equivalent practical experience.
  • 5 years of experience in a project management role.
  • 5 years of experience in training development and workflow management.
  • 4 years of experience working with incident response management or scaled support operations.
  • 4 years of experience in escalation management.

Preferred qualifications:

  • Experience working cross-functionally with PR, Marketing, Product, Trust and Safety, Legal teams.
  • Experience in developing and delivering training content.
  • Experience in designing and executing operational exercises.
  • Experience in using AI to facilitate training development and delivery.
  • Experience with writing executive communications.

About the job

As a Training and Process Enablement Manager in YouTube's Incident Management Office (IMO), you will play a role in leading training and exercise efforts related to sensitive escalation workflows. A key part of your role will be to own training development, lead tabletop exercises to test our capabilities, and advise on skills development for the team. With strong project management and executive level communication skills, you will track team deliverables and provide leadership updates. You are excited by the nature of YouTube's global operations, and have the ability to stay cool in a crisis while simplifying technical ideas into understandable explanations for our external audiences.

The mission of the Incident Management Office (IMO) is to consistently serve as the trusted coordinator, centralized source of communication, and unifying catalyst to drive awareness, de-escalate, and protect the YouTube brand by preparing for and responding to high risk incidents.

IMO provides oversight and operational excellence for the incident management process - a support operation that focuses on severe and incidents that present significant brand-impacting risk to YouTube. The team owns after-hours coverage for these escalations, ensuring cross-functional coordination and executive notification.

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.

The US base salary range for this full-time position is $108,000-$155,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

  • Design and deliver engaging training for new hires and existing team members on topics like escalation workflows and crisis communication. Create a structured onboarding curriculum and own the team's training and testing program, including tabletop exercises.
  • Develop and maintain a centralized library of training materials, playbooks, and Standard Operating Procedure (SOPs). Regularly update content to reflect new trends and leverage AI to scale training operations.
  • Serve as a subject matter expert on escalation processes, providing ongoing coaching and support. Develop resources to improve the quality and efficiency of responses.
  • Establish metrics and assessments to measure training program effectiveness and team readiness.
  • Participate in the team escalation rotation to manage critical alerts and incidents, including some weekend coverage. The role requires weekend coverage shifts (up to 3 weekend/holiday days a quarter).
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
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