Policy & Escalation Lead, Social Operations

Google; Los Angeles (CA); Sur place; USD 114 000 - 163 000; Plein temps

Résumé du poste

Google's YouTube Social, Community and Escalation Operations team seeks a Policy Vertical Lead to guide 24/7 social operations and escalation strategy for policy enforcement and brand protection in the Los Angeles area. You will shape workflows, incident response, and external communications while partnering with cross-functional leaders across legal, security, and governance.

You'll drive knowledge management, training, and operational excellence, translating policy changes into actionable

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in trust and safety, community operations, social/user support escalations, or a related front-line operations role at a consumer or developer platform.

Responsabilités

• Build deep expertise in YouTube 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 knowledge gaps and build training resources; lead high-priority incident response for critical policy escalations, guiding managers and cross-functional resolutions.
• Drive cross-functional alignment for trust and safety, security, legal, and governance during fast-moving crises; synthesize escalation patterns for executives.
• Ensure global regulatory compliance and operational readiness for mandates (e.g., GDPR) across policy and business generation products.

Connaissances

Trust & safety

Crisis management

Brand risk

Policy escalation

Cross-functional comms

Formation

Bachelor’s degree or equivalent practical experience

Description du poste

Google's YouTube Social, Community and Escalation Operations team seeks a Policy Vertical Lead to guide 24/7 social operations and escalation strategy for policy enforcement and brand protection in the Los Angeles area. You will shape workflows, incident response, and external communications while partnering with cross-functional leaders across legal, security, and governance.

You'll drive knowledge management, training, and operational excellence, translating policy changes into actionable