Trust & Safety Social Support Lead — AI-Driven Ops

Google; Kirkland (WA); On-site; USD 141,000 - 205,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) with company match

Paid time off 20 days/year

Job summary

Google is hiring a Trust & Safety Analyst to transition from reactive to proactive multi-channel support for our global developer and partner ecosystem. You will scale community support workflows, architect analytics infrastructure, and integrate qualitative feedback into broader trust and safety strategy.

You will lead cross-functional efforts with Legal, PR, and Engineering to minimize risk and improve response effectiveness, including on-call coverage and weekend rotations.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in operations, Trust & Safety, policy, program management or related fields.
• 3 years of experience in social media monitoring/support, incident management, policy, crisis communications, or business strategy.
• 3 years of experience overseeing vendor-led operational workflows and driving process improvements with an AI first approach.

Responsibilities

• Lead operationalization of community channels, managing technical configurations, and architecting analytics infrastructure to transform social data into visual intelligence for cross-functional reporting.
• Manage monitoring workflows to resolve developer issues and proactively identify reputational risks across platforms.
• Drive the adoption of automation and AI tools through cross-functional partnerships to enhance response capacity and solve critical developer pain points.
• Coordinate vendor teams by providing SME guidance and quality audits while mentoring agents on empathetic, human-centered response strategies.
• Perform on-call responsibilities on a rotating basis, including weekend coverage/holidays.

Skills

Operations

Trust & Safety

Policy & program management

Social media monitoring

Vendor management

AI tools adoption

Education

Bachelor's degree or equivalent practical experience

Tools

Data visualization tools

Social management tools

Job description

Google is hiring a Trust & Safety Analyst to transition from reactive to proactive multi-channel support for our global developer and partner ecosystem. You will scale community support workflows, architect analytics infrastructure, and integrate qualitative feedback into broader trust and safety strategy.

You will lead cross-functional efforts with Legal, PR, and Engineering to minimize risk and improve response effectiveness, including on-call coverage and weekend rotations.