Escalations Program Manager, Scaled Abuse, Trust and Safety
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Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 4 years of experience in data analytics, Trust and Safety, policy, cybersecurity, or related fields.
- Ability to work non-standard, on-call rotation work hours, including weekends.
Preferred qualifications:
- Experience in escalation management, adversarial abuse fighting, and reviewing online content.
- Excellent analytical skills with solid knowledge of SQL.
- Ability to understand detection and tooling systems.
- Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.
- Excellent written and verbal communication skills to drive consensus across stakeholders, record decisions, and share outcomes.
- Excellent drafting skills, including translating complex policies into concise summaries.
About the job
Fast-paced, dynamic, and proactive, YouTube’s Trust & Safety team is dedicated to making YouTube a safe place for users, viewers, and content creators around the world to belong, create, and express themselves. Whether understanding and solving their online content concerns, navigating within global legal frameworks, or writing and enforcing worldwide policy, the Trust & Safety team is on the frontlines of enhancing the YouTube experience, building internet safety, and protecting free speech in our ever-evolving digital world.
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.
Responsibilities
- Develop deep knowledge of Scaled Abuse policies to ensure faster, more efficient resolution.
- Ensure that all escalations are triaged, tracked, investigated, resolved, and communicated accurately using internal tools and systems. Manage or assist in conducting reviews to capture lessons-learned and post-mortems, and ensure regular follow-up.
- Serve as Incident Response Manager for high-priority escalations and events from intake to execution to closure.
- This role may be exposed to review graphic, controversial, and offensive video content during team escalations in line with YouTube’s Community Guidelines, with a focus on adversarial abuse.
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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.
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