Escalations Analyst, Search and Generative AI

Google; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading tech company seeks an Escalations Analyst for their Search and Generative AI team. This role involves protecting users by analyzing data and implementing policy improvements. The ideal candidate will have a strong background in data analytics and communication skills, working cross-functionally to enhance user safety.

Qualifications

• 4 years of experience in data analytics, Trust and Safety, policy, or related fields.
• Experience with analytical tools or data analysis.

Responsibilities

• Analyze data on past escalations to drive process improvements.
• Ensure trust and reputation for Search and Generative AI.

Skills

Data Analysis

Problem Solving

Communication

Education

Bachelor's degree

Tools

SQL

Python

Job description

Escalations Analyst, Search and Generative AI

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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, cyber-security, or related fields.
• Experience working with analytical tools or data analysis (e.g., SQL, Business Intelligence/dashboards).
  
  

Preferred qualifications:

• Experience in content policy, anti-abuse, or customer support operations and in data analysis/coding (e.g., Python).
• Knowledge of international and geopolitical events and how they may impact a global company.
• Ability to work through ambiguity and grow in a fluid environment.
• Ability to work in cross-functional teams with stakeholders and executives along with excellent communication skills.
• Ability to work with sensitive content or situations and will be exposed to graphic, controversial, or upsetting topics or content.
• Excellent problem-solving skills, with attention to detail in a fluid environment.
  
  

About The Job

Trust & Safety team members are tasked with identifying and taking on the biggest problems that challenge the safety and integrity of our products. They use technical know-how, excellent problem-solving skills, user insights, and proactive communication to protect users and our partners from abuse across Google products like Search, Maps, Gmail, and Google Ads. On this team, you're a big-picture thinker and strategic team-player with a passion for doing what’s right. You work globally and cross-functionally with Google engineers and product managers to identify and fight abuse and fraud cases at Google speed - with urgency. And you take pride in knowing that every day you are working hard to promote trust in Google and ensuring the highest levels of user safety.

As an Analyst (Senior Strategist) on the Search and Generative AI Escalations team, you will be responsible for protecting Google and its users by fighting abuse and badness on a wide range of Search and AI features. You ensure trust and reputation not only for Search and Generative AI, but also for Google as a broader brand and company. You are a leader who possesses the ability to work globally and cross-functionally with multiple internal stakeholders through relationship building, influencing and communication. You will have to understand problems touching hundreds of millions of Google’s users and support your decisions with data. You will need to use the technical knowledge in your day-to-day work. Your work will be fun and challenging where you can have a huge and meaningful impact.

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 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.

Responsibilities

• Perform on-call responsibilities on a rotating basis, including weekend coverage. Make consistent policy decisions and implement timely fixes.
• Ensure trust and reputation not only for Search and Generative AI, but also for Google as a broader brand and company, by fighting abuse and badness on a wide range of features.
• Analyze data on past escalations to drive process, product, and policy improvements, and manage policy escalations processes across Search, News, Assistant and Generative AI.
• Analyze market trends, set forward-looking strategy, and implement scaled solutions to solve user safety and quality issues. Ensure a high-quality user experience across Search and Generative AI products.
• Develop and manage cross-functional relationships with Engineering, Product, Legal and Operations teams in a multifaceted effort to improve our processes for identifying and resolving policy and quality issues.
  
  
  

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 .

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Engineering

• Industries

  Information Services and Technology, Information and Internet

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