Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 7 years of experience in operations in Trust and Safety.
- 3 years of experience driving process improvement and implementation.
- 3 years of experience in a people management, supervision, or team leadership role.
Preferred qualifications:
- Experience in Trust and Safety or developer relations, and customer support.
- Experience working on executive escalations and remediations.
- Experience working with global distributed teams.
- Experience with Analytics.
- Excellent communication skills to convey perspectives to executive management.
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 a 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.In this role, you will manage operations within a team, to drive efficiency and effectiveness. You will participate in incubation and scaling of new processes while maintaining a focus on quality for our operations team. You will collaborate with internal cross-functional partners to contribute to process improvements based on operational insights. Rotational weekend on-call availability is required.
Responsibilities
- Analyze datasets to identify trends, patterns, and insights for business decisions.
- Lead the regional operations team and deliver on agreed Service Level Agreement outcomes. Partner with regional operations to establish operational excellence in the support process and build Business Continuity Plans (BCP).
- Support the formulation and execution of training and support for review teams, assisting in driving process improvements for operational scale and quality.
- Collaborate with Content and AI Policy leads on program implementation, managing risks and developing road maps for adoption across teams.
- Conduct detailed root cause analysis for known issues and roadblock. Initiate actions to avoid issues from happening.