Rapid Response Manager, YouTube Trust and Safety
Job Summary
Job Description
YouTube's Trust & Safety team seeks a Rapid Response Manager to lead incident management, policy escalations, and team management. This role requires expertise in data analytics, Trust & Safety, policy, or related fields, and includes managing policy escalations, becoming a subject matter expert on YouTube's Community Guidelines, reviewing video content, and providing on-call support. The manager will lead a team of Policy Escalation Specialists, driving consensus among stakeholders and implementing preventative solutions. The role demands strong communication, investigative, and problem-solving skills to navigate complex issues in a fast-paced environment. This is a crucial position ensuring YouTube remains a safe and responsible platform.
Must have:
- 10+ years experience in relevant field
- 1 year people management experience
- Expert in data analytics & policy
- Excellent communication & investigation skills
- Manage policy escalations & incident management
- Community Guidelines expertise
- On-call availability
Good to have:
- Ability to work in a changing industry
- Experience in Asia Pacific region
3 skills required
Job Details
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 10 years of experience in data analytics, Trust and Safety, policy, cybersecurity, business strategy, or related fields.
- 1 year of experience in people management, leading a team.
- Ability to work non-standard hours (e.g., weekends, holidays, and on-shift-based schedules to provide 24/7 on-call coverage).
Preferred qualifications:
- Ability to work in a changing industry and minimize uncertainty through quantitative insights.
- Excellent investigative skills, with the ability to lead a team to frame problems, structure analysis, and drive to impact.
- Excellent communication skills to drive consensus across stakeholders and manage policy escalations within the Asia Pacific region.
About the job
Fast-paced, dynamic, and proactive, YouTube’s Trust & Safety team is dedicated to making YouTube a safe place for users, viewers, and content creators around the world to 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 & Safety team is on the frontlines of enhancing the YouTube experience, building internet safety, and protecting free speech in our ever-evolving digital world. 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
- Manage the incident management program for YouTube, including people management of the Policy Escalation Specialists team and evaluate cross-product escalations to plan severity, risk and required action.
- Manage policy escalations from start to finish, driving consensus across all stakeholders and developing postmortems to ensure preventative solutions are put in place.
- Become subject matter expert on YouTube’s Community Guidelines, manage related escalations, and drive policy and process improvements across a growing number of policy areas (e.g., Hate/Harassment, Misinformation, Drugs, Adult, Weapons).
- Review graphic, controversial, and sometimes offensive video content in line with YouTube’s Community Guidelines and YouTube Partner Program Sensitive policies.
- Provide on-call work support on weekends and holidays on a rotational basis.
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