Job Description
- Experience with Google products
- Experience building safety tools
- Policy team experience
- 10+ years experience in relevant fields
- 5+ years in escalation/crisis management
- Cross-functional collaboration expertise
- Incident command and resolution
- Risk assessment and mitigation
- Excellent communication skills
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 10 years of experience in Trust and Safety, policy, cyber-security, business strategy, or related fields.
- 5 years of experience in escalation management, crisis management, or a related field.
- Experience in cross-functional collaboration and stakeholder management across multiple issues.
- Experience with managing escalations and crises, and working with front-line teams and executives at the same time.
Preferred qualifications:
- Experience working with engineering and product teams to create tools, solutions, or automation to improve user safety.
- Experience working with policy teams.
- Experience with Google products, infrastructure, and types of online abuse.
- Ability to work across time zones, including weekend oncall work.
- Excellent communication and presentation skills (written and verbal) and the ability to influence cross-functionally at various levels.
- Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.
About the job
Trust & Safety team members are tasked with identifying and taking on the biggest problems that challenge the safety and integrity of our products. They use technical know-how, excellent problem-solving skills, user insights, and proactive communication to protect users and our partners from abuse across Google products like Search, Maps, Gmail, and Google Ads. On this team, you're a big-picture thinker and strategic team-player with a passion for doing what’s right. You work globally and cross-functionally with Google engineers and product managers to identify and fight abuse and fraud cases at Google speed - with urgency. And you take pride in knowing that every day you are working hard to promote trust in Google and ensuring the highest levels of user safety.
At Google we work hard to earn our users’ trust every day. Trust & Safety is Google’s team of abuse fighting and user trust experts working daily to make the internet a safer place. We partner with teams across Google to deliver bold solutions in abuse areas such as malware, spam and account hijacking. A diverse team of Analysts, Policy Specialists, Engineers, and Program Managers, we work to reduce risk and fight abuse across all of Google’s products, protecting our users, advertisers, and publishers across the globe in over 40 languages.
Responsibilities
- Take command in critical Ads incidents, ensuring coordination and communication across teams for resolution, minimizing negative user and organizational impact.
- Identify potential strategic risks to users or Google products, conduct impact assessments, and develop mitigation strategies to manage product abuse, high-stakes events, and global crises.
- Contribute to the building of a Google Ads-focused issue mitigation pod on the team and contribute to crisis management.
- Review past incidents, identifying context, root causes, and strategic actions for improvement in the business generation space, and propose, communicate, and drive initiatives to strengthen future response across Trust and Safety.
- Work with sensitive content or situations and may be exposed to graphic, controversial, or upsetting topics or content.
