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Escalations Program Manager, Enforcement and Operations, YouTube

YouTubeSan Bruno, CA, USA

Minimum qualifications:

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

Preferred qualifications:

  • 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.

About the job

Fast-paced, dynamic, and proactive, YouTube’s Trust and Safety team is dedicated to making YouTube a safe place for users, viewers, and content creators around the world to create, and express themselves. Whether understanding and solving their online content concerns, navigating within global legal frameworks, or writing and enforcing worldwide policy, the Trust and Safety team is on the frontlines of enhancing the YouTube experience, building internet safety, and protecting free speech in our ever-evolving digital world.

The Scaled Abuse Escalations team oversees and manages escalations in parallel with Rapid Response. As an Escalations Program manager, you will work across Trust and Safety and YouTube to ensure that we address escalations through an adversarial abuse lens. You will manage escalations, creating a pathway to resolution, and communicating with key stakeholders as well as our executive team. You will develop preventative solutions to address future escalations and to plan for major events.

This role may be exposed to graphic, controversial, and sometimes offensive video content during team escalations in line with YouTube’s Community Guidelines. The role also requires the ability to participate in an On-Call rotation schedule to manage high priority escalations that may occur outside of standard non-work hours including weekends/holidays.
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.

The US base salary range for this full-time position is $132,000-$194,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

  • 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 or operating as a team representative in broader working groups.
  • Lead deliberate planning efforts for major events, including serving as Incident Manager for high-priority escalations and events from intake to execution to closure.

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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

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