Policy Vertical Lead – Social & Escalation Ops

Google LLC; San Bruno, New York (CA, NY); On-site; USD 114,000 - 163,000; Full time

Benefits offered by this job

Bonus target (15%)

Equity

Benefits

Job summary

Google LLC’s YouTube division seeks a Policy Vertical Lead for Social and Escalation Operations. You will steer policy escalation, social operations, and cross-functional alignment to protect brand safety and support public engagement. Expect 24/7 incident management and strategic collaboration with legal, security, and product teams.

Role emphasizes stakeholder influence, rapid problem solving, and scalable knowledge processes while shaping crisis response globally across multiple sites.

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.

Responsibilities

• 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.

Skills

crisis management

brand communications

incident management

communications

prioritization

Education

Bachelor's degree or equivalent

Job description

Google LLC’s YouTube division seeks a Policy Vertical Lead for Social and Escalation Operations. You will steer policy escalation, social operations, and cross-functional alignment to protect brand safety and support public engagement. Expect 24/7 incident management and strategic collaboration with legal, security, and product teams.

Role emphasizes stakeholder influence, rapid problem solving, and scalable knowledge processes while shaping crisis response globally across multiple sites.