Policy Escalation Specialist

Google; Singapore; On-site; SGD 70,000 - 95,000; Full time

Job summary

A leading technology company in Singapore is seeking a Policy Escalation Specialist to handle sensitive content escalations in Malay or Mandarin markets. The role involves managing escalations, analyzing operational improvements, and working cross-functionally to ensure compliance with community guidelines. The ideal candidate has a Bachelor's degree, at least 4 years of relevant experience, and is comfortable working flexible hours. Join a dynamic team dedicated to ensuring safety on the platform.

Qualifications

• 4 years of experience in data analytics or related fields.
• Ability to work non-standard hours including weekends.
• Experience in driving operational efficiency and process management.

Responsibilities

• Manage escalations for Malay or Mandarin markets.
• Review and manage controversial video content escalations.
• Analyze and deliver operational improvement opportunities.

Skills

Data analytics

Operational efficiency

Effective relationship building

Fluent in Malay or Mandarin

Education

Bachelor's degree or equivalent

Job description

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.
• Ability to communicate in Malay or Mandarin fluently to support policy management in this region.

Preferred qualifications:

• Experience in driving operational efficiency and process management.
• Ability to work through ambiguity, solve problems, and grow in a rapidly changing environment.
• Ability to build effective relationships with cross-functional partners across geographies.
• Ability to use data to drive strategy and business action.

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 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.

As a Policy Escalation Specialist, you will ensure that we deliver performance goals for sensitive and timely escalations of potentially questionable content. You will manage the response to these escalations globally and use a variety of tools, communications, and facilitation methods to ensure that issues are triaged and the right stakeholders are involved in resolution. As part of this role, you will also help test new processes, systems, and infrastructure to manage escalations, while also contributing input into where we put our efforts next. In addition, you will dig into the data around incidents and search for trends, impact, and possible improvements.

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

• Manage escalations, with particular focus on Malay or Mandarin markets, as part of the APAC Headquarters team in the trust and safety organization.
• Review and manage escalations, including graphic and controversial video content, in line with YouTube’s community guidelines.
• 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 ensure regular follow-up for any items identified.
• Analyze, identify, prioritize, and deliver operational improvement opportunities.
• Partner with cross-functional teams to define the best plan for resolving escalations and implement fast.

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.