AddressMinimum qualifications:
- 15 years of experience in internet services, process improvement, or customer support.
- 10 years of experience managing individuals, managers, and teams, and coaching and developing a team.
- 10 years of experience delivering global operations against core metrics, identifying and executing process improvements in business operations, support operations, or management consulting roles.
- Experience with executive communication, and influencing and building cross-functional relationships.
- Experience using data to drive strategy and business action.
- Ability to work non-standard work weeks as escalations require.
Preferred qualifications:
- Advanced degree in related field (i.e., general business, operations management, analytical, technical).
- Experience or interest in content policy or anti-abuse operations.
- Ability to work in a rapidly-changing industry and manage ambiguity while minimizing uncertainty through quantitative insights. Ability to manage in a dynamic environment.
About the job
The Trust and Safety (T&S) team is dedicated to making Google’s products such as YouTube a safe place for users, viewers, and content creators to belong, create, and express themselves. Whether understanding and solving their online content concerns, navigating within global legal frameworks, or enforcing worldwide policy, the Trust and Safety team is enhancing the product experience and building internet safety.
At Google we work hard to earn our users’ trust every day. Trust & Safety is Google’s team of abuse fighting and user trust experts working daily to make the internet a safer place. We partner with teams across Google to deliver bold solutions in abuse areas such as malware, spam and account hijacking. A diverse team of Analysts, Policy Specialists, Engineers, and Program Managers, we work to reduce risk and fight abuse across all of Google’s products, protecting our users, advertisers, and publishers across the globe in over 40 languages. The Trust and SafetyEnforcement and Operations (E&O) team ensures that the product Community Guidelines are effectively and efficiently enforced across the platform. In performing this function, Trust and Safety E&O partners with local cross-functional teams to understand local context, Product Management and Engineering to improve detection, Global Operations to drive effective and efficient vendor operations, Legal, Public Policy, and Compliance teams to support legal and regulatory compliance, the Partner Management team to support creator experience, and the Policy Development on policy evolution and guidelines.
Responsibilities
- Lead, grow, and motivate teams to deliver excellent core operations while managing complex customer, press, regulator, and executive escalations.
- Manage escalations with fast turn-around time, provide data and content driven insights, and implement solutions. Provide timely and clear updates to executives. Deliver operational performance across all aspects of vertical management to ensure platform safety and effective enforcement of YouTube's Community Guidelines.
- Develop relationships with key cross-functional partners to help develop and launch new products and policies that impact the market.
- Offer subject matter expertise on policy, product, and enforcement issues and advise cross-functional partners on key decisions.
- Oversee talent acquisition and retention, performance management, and team goals, and deliverables for the organization. Contribute to the Leadership team as an advocate of team culture and steward of core YouTube Trust and Safety values.
