Scaled Abuse Escalations Program Manager, Youtube Trust and Safety - Singapore

Product area

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.

Job description

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.

Qualifications

Job responsibilities

• Own and manage the policy review of escalations across the suite of adversarial abuse policies, ensuring that all escalations are triaged, tracked, investigated, and communicated accurately using internal tools and systems.
• Drive consensus and resolution of escalations across all stakeholders in close coordination with partner teams.
• Develop deep knowledge across adversarial abuse policies to ensure faster, more efficient resolution.
• Support ongoing process and tool improvements through ideation and/or operating as a team representative in broader working groups.
• This role may be exposed to graphic, controversial, and sometimes offensive video content during team escalations in line with YouTube’s community guidelines. Participate in an on-call rotation schedule to manage high priority escalations that may occur outside of standard non-work hours including weekends/holidays.

Minimum qualifications

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in data analytics, Trust & Safety, policy, cybersecurity, or related fields.
• Ability to work non-standard, on-call rotation work hours, including weekends.

Preferred qualifications

• 3 years of experience with spreadsheets, databases SQL, and data analysis.
• Experience in escalation management, adversarial abuse fighting, and reviewing online content.
• Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.
• Excellent written and verbal communication and presentation skills to both technical stakeholders and executive leaders.
• Excellent business acumen and influencing skills cross-functionally at various levels.