Google Looking For Lead Incident Manager, Trust and Safety at Austin, TX Full Time

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Redwood City, CA, USA; Austin, TX, USA; Sunnyvale, CA, USA.

Minimum qualifications:
Bachelor’s degree or equivalent practical experience.

8 years of experience in the technology industry or a related technical field.

Experience in managing, coordinating, and ensuring resolution on executive-facing escalations, and incident response across multiple cross-functional teams.

Ability to work non-standard hours on occasion to support an incident.

Preferred qualifications:
Experience analyzing datasets using up-to-date tools (e.g. SQL, R, etc.).

Experience with Google products, infrastructure, and types of online abuse.

Experience building more effective and efficient incident management functions, including incident coordination in domains (e.g., risk, abuse, fraud, etc.).

Experience in high-pressure situations.

Knowledge of events and how they may impact a global technology company.

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.

In this role, you will be a part of a global team working to ensure that the sensitive incidents related to trust are managed effectively, with minimal impact on our users, business, or brand. You’ll be responsible for coordinating actions across Trust and Safety, Public Policy, Engineering, Legal, Communications, and PR to resolve highly sensitive escalations, bringing in the right stakeholders for critical decisions, and crafting communications to keep executive leadership informed.

You’ll work closely with your team to implement and maintain standard operating procedures, to craft insights from escalations data, and more to ensure long-term solutions are implemented.

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

Perform on-call responsibilities on a rotating basis, including weekend coverage.

Collaborate cross-functionally with Legal, Communications, PR,Trust and Safety, Engineering, and Public Policy to resolve escalation, including monitoring incoming escalation channels, responding within agreed-upon SLA, coordinating with the appropriate teams, following up to ensure closure, escalating to the appropriate leadership in case of high priority, and more.

Enhance operational workflows via process improvements and identify automation opportunities, while continuously reviewing and improving systems and incident management tools.

Perform complex data analyses, create, and maintain dashboards to derive insight from escalations data repositories.

Summarize and share escalation trends and insights via regular reporting channels to executives.

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.