Scaled Abuse Escalations Program Manager, Youtube Trust and Safety

Google; Singapore; On-site; SGD 180,000 - 280,000; Full time

Job summary

Google's YouTube Trust and Safety team in Singapore is seeking a Scaled Abuse Escalations Program Manager to lead policy review and escalation management across the adversarial abuse spectrum. You will work with engineers, policy experts, and cross-functional partners to triage, investigate, and communicate escalations with urgency.

You will drive faster, more accountable resolution while maintaining high standards of safety and integrity across Google products, including YouTube, and

Qualifications

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in data analytics, Trust & Safety, policy, cybersecurity, or related fields.
• Ability to work non-standard, on-call rotation work hours, including weekends.

Responsibilities

• Own and manage the policy review of escalations across the suite of adversarial abuse policies, ensuring that all escalations are triaged, tracked, investigated, and communicated accurately using internal tools and systems.
• Drive consensus and resolution of escalations across all stakeholders in close coordination with partner teams.
• Develop deep knowledge across adversarial abuse policies to ensure faster, more efficient resolution.
• Support ongoing process and tool improvements through ideation and/or operating as a team representative in broader working groups.
• This role may be exposed to graphic, controversial, and sometimes offensive video content during team escalations in line with YouTube’s community guidelines. Participate in an on-call rotation schedule to manage high priority escalations that may occur outside of standard non-work hours including weekends/holidays.

Skills

Data analytics

Trust & Safety

Policy

Cybersecurity

Education

Bachelor's degree or equivalent practical experience

Job description

Scaled Abuse Escalations Program Manager, Youtube Trust and Safety

Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in data analytics, Trust & Safety, policy, cybersecurity, or related fields.
• Ability to work non-standard, on-call rotation work hours, including weekends.

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.
• 7 years of experience in data analytics, Trust & Safety, policy, cybersecurity, or related fields.
• Ability to work non-standard, on-call rotation work hours, including weekends.

Preferred qualifications

• 3 years of experience with spreadsheets, databases SQL, and data analysis.
• Experience in escalation management, adversarial abuse fighting, and reviewing online content.
• Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.
• Excellent written and verbal communication and presentation skills to both technical stakeholders and executive leaders.
• Excellent business acumen and influencing skills cross-functionally at various levels.

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.

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

• Own and manage the policy review of escalations across the suite of adversarial abuse policies, ensuring that all escalations are triaged, tracked, investigated, and communicated accurately using internal tools and systems.
• Drive consensus and resolution of escalations across all stakeholders in close coordination with partner teams.
• Develop deep knowledge across adversarial abuse policies to ensure faster, more efficient resolution.
• Support ongoing process and tool improvements through ideation and/or operating as a team representative in broader working groups.
• This role may be exposed to graphic, controversial, and sometimes offensive video content during team escalations in line with YouTube’s community guidelines. Participate in an on-call rotation schedule to manage high priority escalations that may occur outside of standard non-work hours including weekends/holidays.

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 EOO 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.

A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.

A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.