Policy & Escalation Operations Lead

Google; San Bruno (CA); Sur place; USD 114 000 - 163 000; Plein temps

Avantages offerts par ce poste

Equity

Résumé du poste

Google in California is seeking a Policy Vertical Lead for Social and Escalation Operations to shape and protect the brand 24/7. You will lead social operations, escalation strategy for policy, trust and safety, and cross-functional cooperation with security, legal, and governance teams.

You will design workflows, knowledge resources, and training to ensure rapid, effective responses to policy escalations. You’ll partner with executives to analyze escalation trends, influence external

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

• Learn more about benefits at Google .
• 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

Trust and safety

Community operations

Social/user support escalations

Front-line operations

Crisis management

Brand communications

Incident management

Cross-functional collaboration

Policy escalation strategy

Formation

Bachelor’s degree or equivalent practical experience

Description du poste

Google in California is seeking a Policy Vertical Lead for Social and Escalation Operations to shape and protect the brand 24/7. You will lead social operations, escalation strategy for policy, trust and safety, and cross-functional cooperation with security, legal, and governance teams.

You will design workflows, knowledge resources, and training to ensure rapid, effective responses to policy escalations. You’ll partner with executives to analyze escalation trends, influence external