Program safety manager job description

• Bachelor's degree and at least 4 years of relevant experience. In lieu of education, at least 6 years of relevant experience

• Exceptional oral and written communication skills.

• Highly proficient at project management and organization skills.

• Ability to build collaborative relationships.

• Ability to work as part of a team.

• Salary: $45,000 to $65,000

• This can be a remote position but only in the state of TX.

Reasons You’ll Love it here:

NSC cares about the safety, health, and overall well-being of our employees. We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life. We off the following:

• At least 20 PTO days accrued 1st year and 11 paid holidays
• Flexible work arrangements
• Comprehensive medical, dental, vision, and life insurance plans
• Flex spending accounts for medical and dependent care
• 403(b) & Roth 403(b) with employer match up to 6%
• Reimbursable training
• Student loan pay down
• Dress for your day

We believe that you can’t be safe if you don’t feel safe. Feeling safe requires a commitment to equitable policy implementation and promoting diversity in the safety profession. We must cultivate our own diverse, inclusive, and equitable work environment to deliver on our mission to save lives, from the workplace to anyplace.

NSC is an equal opportunity employer.

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Minimum qualifications:

+ Bachelor's degree in Operations Management, Supply Chain, Workforce Management, a related field, or equivalent practical experience.

+ 4 years of experience in Program Management on Data Science, Analytics, Workforce Operations, or a related area.

+ 8 years of experience working in Call Centers, Operations, Vendor Management, and/or Workforce Management in the technology industry.

Preferred qualifications:

+ Certification in six sigma black belt or a related field.

+ Experience managing workforces focused on operations (e.g., content moderation, mortgage processing, claims processing).

+ Experience collaborating and influencing stakeholders across product and business functions.

+ Experience using industry standard WFM systems (e.g., Verint) and leading efforts to build new WFM platforms and capabilities.

+ Excellent written and verbal communication skills.

+ Passion for solving problems and identifying opportunities to drive operational excellence for the business.

YouTube's user base is growing and changing, presenting unique challenges and opportunities to support over a billion monthly users globally. Fast-paced, dynamic, and proactive, the YouTube Support team provides seamless, brilliant support to our content creators, advertisers, and viewers on all platforms around the world. Our goal is to ensure users have easy access to comprehensive support when and where they need it, and to allow our users' voices to help shape product solutions.

As a member of the Support team, you'll analyze top issues facing our users and content creators, work with cross-functional teams to resolve them, and help manage support operations. Whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide stellar support, you'll drive reach, satisfaction, and resolution - making YouTube an exceptional user experience for everyone.

As a Workforce Management Lead, you'll lead a team of Workforce Forecast and Program Managers who will manage the distribution of overall incoming volume across all channels (e.g., phone, email, chat), overseeing vendor agent forecasting and scheduling, and optimizing efficiency with a Workforce Management (WFM) tool.

You will be understanding agents across multiple sites, queues, and languages and enhance the ability to drive areas of productivity and customer value. You will also be expected to contribute to the operational strategy, support model, and the continuous improvement of business processes for YouTube Support and Trust and Safety reviews.

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.

+ Lead a team focused on workforce planning activities with other internal teams to build and operationalize comprehensive and flexible staffing models to drive engagement and effective vendor scheduling.

+ Manage multiple analytics projects and requests with flexibility and tolerance for ambiguity. Automate routine data collection and vendor reporting processes using Google's complex data infrastructure.

+ Manage, prepare, and conduct business reviews with key vendors. Assist with the administration of WFM forecasting and scheduling tool and troubleshoot/escalate vendor system issues.

+ Assist with reporting needs, producing accurate and efficient reporting on operational metrics using various WFM reporting tools. Contribute data and insights on key performance indicators (KPIs) and maintain updated workforce management and vendor data.

+ Utilize workforce management tools and ensure that vendors are using tools optimally, assisting vendors with questions and troubleshooting of tools.

Purpose of Position

The Manager, Voluntary Safety Reporting Program position assists the Director, Aviation Safety in the execution of the comprehensive NetJets Safety Program. This includes the responsibility for management and operation of the Pilot, Flight Attendant, and Dispatch Aviation Safety Action Programs (ASAP) and related safety department functions.

Tasks and Responsibilities

* Evaluate, analyze and process safety reports submitted to any of the NJA administered Aviation Safety Action Programs (ASAP) including but not limited to:
* Investigating the issues raised in each safety report.
* Make recommendations to management regarding changes to policy, procedures and practices to enhance safety.
* Collection and analysis of policy, maintenance records, and fatigue assessments to determine if safety enhancements are available or warranted.
* Provide opinion and interpretation of collected materials to the ASAP ERC.
* Act and speak on behalf of NJA as the ASAP Event Review Committee (ERC) representative on a rotating basis.
* Administer corrective actions in response to ASAP ERC findings.
* Plan for and manage all voluntary safety reporting program requirements for the Pilot, Flight Attendant, and Dispatch groups in line with FAA and Collective Bargaining Agreement (CBA) requirements.
* Participate or lead investigations of the facts related to reports submitted through ASAP.
* Research and analyze trend data in the NetJets Safety Program and other industry data.
* Track ASAP related safety recommendations and corrective actions to ensure that follow-up actions have been taken that are effective. Determine if the actions have been effective and if not, make recommendations for additional changes or corrective action.
* Manage the production of ASAP communications.
* Acts as an information conduit to bring safety of flight issues to the attention of management and to deliver safety information to NJA employees.
* Note: It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a full list of essential job functions, please refer to the essential functions worksheet for that position.

Education

Bachelor's in Aviation Management or Business Management

Certifications and Licenses

Years of Experience

2-4 years of experience

Core Competencies

Adaptability

Collaboration

Curiosity

Service-Oriented

Strives For Positive Results

Knowledge, Skills, Abilities and Other (KSAOs)

* FAA Commercial Instrument or Dispatcher license preferred
* Must be able to work independently and use independent discretion and judgment.
* Exposure to responding to irregular events as well as identifying, evaluating and writing risk assessments for said events.
* Experience with safety analysis, trending and risk assessment.
* Experience or training in Aviation Safety Action Program (ASAP).
* Ability to use sound judgment in analyzing reports, assessing risks and making recommendations.
* Must possess a demonstrated high degree of personal and professional integrity with the ability to maintain confidentiality.
* Detail oriented characteristics with an ability to prioritize multiple objectives in a dynamic environment with constantly shifting priorities.
* Strong verbal and written communication with the ability to write effective reports, business correspondence and procedure manuals.
* Technical computer expertise and proficient knowledge in commercial off-the-shelf applications, such as Microsoft Office (Word, Excel, and PowerPoint).
* Must be effective working both individually as well as in a team environment with the ability to interact in a tactful manner.
* Able to read and interpret general business periodicals, professional journals, technical procedures and governmental regulations with a detailed knowledge of applicable Federal Aviation Regulations.
* Demonstrated ability to interact with people at varying levels of authority.
* Demonstrated public speaking and presentation skills with the ability to effectively present on both the individual level and to large audiences, including NJA employees, industry professionals and federal agencies.