QualificationsProject managementCommunication skillsSQLMentoringManagementBachelor’s degree
Minimum qualifications:
Bachelor’s degree in a technical field or equivalent practical experience.
5 years of experience in project and/or process design in the technology industry or a related field.
3 years of experience leading teams with a focus on coaching and mentoring.
Experience using SQL and data set analysis to make decisions.
Preferred qualifications:
5 years of experience in people management in a technical environment.
Experience in leading, mentoring, and motivating large operations teams.
Experience conducting risk-based analysis and recommending actions or solutions with the ability to review sensitive content as it relates to escalation management.
Experience in project management (e.g., implementing process improvements, prioritization and multitasking capabilities) with outstanding leadership, influencing, communication, and teamwork skills.
Knowledge of Google products, infrastructure, types of online abuse and of international/geopolitical events and how they impact a global company.
Passion for incident command involving executive communications and cross-functional coordination during high profile escalations.
About the job
The Search team within Trust and Safety is recruiting enthusiastic, web-savvy individuals to work with technologies in order to keep users safe and improve the quality of Google’s Search results. As an Escalations Manager, you will develop and manage cross-functional relationships with Engineering, Product, Legal and Operations teams in a multifaceted effort to improve processes for identifying and resolving policy and quality issues on Search. You will be responsible to analyze market trends, set forward-looking strategy, and implement scaled solutions to solve user safety and quality issues, to ensure a high-quality user experience across Search products.
In this role, you will be improving escalation management procedures, collaborating effectively with the Incident Management team in Trust and Safety to ensure our response and capacity aligns with partner groups. You will follow-up on open escalations to ensure they are being actively resolved, and communicating to leadership teams to ensure visibility and awareness of ongoing issues.
You will lead a group of analysts responsible for protecting Google and its users by fighting abuse and badness on at least one Search product. You ensure trust and reputation not only for this product, but also for Google as a broader brand and company.
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
Preform on-call responsibilities on a six week rotating basis, including some weekend coverage.
Manage a team of Trust and Safety analysts focused on protecting users from abuse and badness on Search.
Establish and refine escalation management processes, and ensure that those processes are being consistently followed by the global team for effective mitigation of Search escalations. Develop vision, strategy and objectives and key results for your team and help them to prioritize the work.
Partner with internal stakeholders (Engineering, Product, Legal, etc.) to prevent abuse and improve Google products. Scope and lead cross-functional projects transforming the way Google deals with abuse and badness.
Manage a team responsible for managing and analyzing escalations in Search. Mentor, motivate, and develop your team in an innovative and fast-paced environment.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.