QualificationsSecurityCommunication skillsFraudGoogle AdsBachelor’s degree
In-office locations: Kirkland, WA, USA; Mountain View, CA, USA.
Remote location(s): Washington, USA.
Bachelor’s degree or equivalent practical experience
8 years of experience in security, data protection, privacy, risk, fraud, or user trust
Ability to lead stakeholders and drive consensus across all experience levels
Ability to work successfully in cross-functional teams, including with executive stakeholders
Ability to work well in high-pressure situations
Ability to be action oriented and question the status quo to build more effective and efficient incident management functions
Ability to work outside normal business hours to support incidents as needed
Excellent communication skills
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.
As the Head of Escalations, you will be a part of a global team working to ensure that sensitive incidents in the realm of user protection are managed effectively, with minimal impact on our business, users, or brand. You’ll work across various teams within Trust and Safety, Public Policy, Engineering, Legal, Communications, and Public Relations to resolve standard escalations.
As needed, you will lead efforts that pose risk to the company and our users, which will involve real-time problem solving, managing executive stakeholders, and driving decision-making with minimal supervision. You will build relationships with Escalation Management teams across Trust and Safety, including working with stakeholders to implement consistent escalation standards and processes.
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.
Lead a team of managers owning sensitive workflows. Motivate, enable, and support the team to achieve high quality results, overseeing projects and providing guidance, support, and decision-making as needed.
Perform on-call responsibilities on a rotating basis, including weekend coverage.
Monitor incoming escalation channels, responding within agreed Service Level Agreement (SLA), assigning tasks to the correct teams in Trust and Safety, following up to ensure closure, and escalating to the appropriate leadership in case of high priority, sensitive escalations.
Lead cross-functional response to sensitive escalations, including sending executive communications, leading meetings with executive stakeholders, driving decision-making across teams (e.g., Legal, Engineering, Communications, etc.), and centralizing information from different sources.
Review sensitive content.
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.