Policy & Escalation Lead, 24/7 Social & Safety Operations

Google; New York (NY); Sur place; USD 114 000 - 163 000; Plein temps

Résumé du poste

Google's YouTube team seeks a Policy Vertical Lead for Social and Escalation Operations to guide 24/7 social support, policy enforcement launches, and escalation workflows. You will design operating models, mentor managers, and partner with cross‑functional teams to protect brand integrity and user safety.

You’ll own crisis management, incident leadership, and communications strategy, translating complex policy changes into actionable plans, training resources, and scalable processes that

Qualifications

• Minimum: Bachelor’s degree or equivalent practical experience.
• At least 5 years in trust and safety, community operations, or related front-line roles on consumer/developer platforms.

Responsabilités

• Build deep expertise in YouTube’s guidelines, business generation, and responsibility policies, focusing on enforcement launches and workflows.
• Design, manage, and optimize 24/7 social support and escalation workflows, including knowledge management, communication materials, and design documents.
• Identify operational knowledge gaps and build adaptable training resources to strengthen the team's trust and safety acumen. Lead high-priority incident response for critical policy escalations, guiding managers, advising on external communication, and driving cross-functional resolutions.
• Drive cross-functional alignment for trust and safety, security, legal, and governance leaders during fast-moving crises. Analyze trends to present to executives, synthesizing escalation patterns, social feedback, and bugs into policy insight reports.
• Ensure global regulatory compliance and operational readiness for key mandates (e.g., GDPR) across policy and business generation products.

Connaissances

5 years experience in trust and safety

Formation

Bachelor’s degree or equivalent practical experience

Description du poste

Google's YouTube team seeks a Policy Vertical Lead for Social and Escalation Operations to guide 24/7 social support, policy enforcement launches, and escalation workflows. You will design operating models, mentor managers, and partner with cross‑functional teams to protect brand integrity and user safety.

You’ll own crisis management, incident leadership, and communications strategy, translating complex policy changes into actionable plans, training resources, and scalable processes that