Director, YouTube Trust and Safety, Enforcement and Operations
Job Summary
Job Description
- 15+ years internet services/operations experience
- 10+ years global operations management experience
- 10+ years team management and development experience
- Strong leadership & communication skills
- Data-driven decision making
- Experience handling sensitive content
- Master's degree in related field
- Content policy or anti-abuse operations experience
- Proven ability to manage ambiguity
- Exceptional executive communication skills
2 skills required
Job Details
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 15 years of experience in internet services, process improvement, or customer support.
- 10 years of experience delivering global operations against core metrics, identifying and executing process improvements in business operations, support operations, or management consulting roles.
- 10 years of experience in managing individuals, managers and teams, coaching, and developing a team.
- Ability to work non-standard work weeks as escalations require.
Preferred qualifications:
- Master's degree in related field (i.e., general business, operations management, analytical, technical).
- Experience or demonstrated interest in content policy or anti-abuse operations.
- Proven ability to work in a rapidly-changing industry, manage ambiguity while minimizing uncertainty through quantitative insights, and be calm under pressure.
- Outstanding influencing and executive communication skills, and ability to build strong relationships with cross-functional partners.
- Strong business judgment, strategic and analytical capabilities, including using data to drive strategy and business action.
About the job
YouTube’s Trust and Safety (T&S) team is dedicated to making YouTube a safe place for users, viewers, and content creators around the world to belong, create, and express themselves. Whether understanding and solving their online content concerns, navigating within global legal frameworks, or writing and enforcing worldwide policy, the Trust and Safety team is enhancing the YouTube experience, building internet safety in our ever-evolving digital world.
The Trust and Safety Enforcement and Operations (E&O) team ensures that YouTube’s community guidelines are effectively and efficiently enforced across the platform. In performing this function, Trust and Safety E&O partners with Product Management and Engineering to improve detection, global operations to drive effective and efficient vendor operations, Legal and Public Policy teams to support legal and regulatory compliance, the Partner Management team to support creator experience, and policy development on policy evolution and guidelines.
As the Director, YouTube Trust and Safety, you will be responsible for managing several critical, global verticals including T&S Verticles for graphic violence, suicide and self harm. The role requires thinking through the unique challenges of a broad array of policy areas while overseeing scaled workflows to enforce YouTube’s policies accurately and efficiently. This role will review graphic, controversial, and sometimes offensive video content in line with YouTube’s Community Guidelines. This role will require occasional on-call work on weekends and holidays on a rotational basis.
At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.
Responsibilities
- Lead, grow and motivate the Vertical teams to deliver excellent core operations while handling complex customer, press, regulator and executive escalations.
- Develop relationships with key cross-functional partners to help develop and launch new products and policies that impact the different verticals.
- Oversee talent acquisition and retention, performance management, and team goals and deliverables for the organization.
- Contribute to the Bay Area Trust and Safety Leadership team as an advocate of team culture and steward of core YouTube T&S values.
- Work on escalations with fast turn-around time, provide data and content driven insights, implement solutions, and provide timely and clear updates to executives. Deliver operational performance (quality, service levels) across all aspects of vertical management to ensure platform safety and effective enforcement of YouTube’s Community Guidelines.
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