Policy Optimization Lead, Google Play, Trust and

Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.

Minimum qualifications:

- 4 years of experience in operations management, contact center operations or project management
- 3 years of experience leading cross-functional process improvements
- Experience with SQL and working with datasets and using data to provide solutions and recommendations

Preferred qualifications:

- Experience in content moderation, DevOps, policy enforcement or policy creation- Experience in Infrastructure Cost Management (budgets, forecasting, OpEx, etc.)
- Experience simplifying and presenting complex concepts to executive stakeholders
- Fluency in PMP, Six Sigma (Green or Black), Lean, and other quality tools
- Ability to function well in high-pressure situations and smoothly take the lead if necessary
- Excellent communication skills, with a proven ability to work successfully in cross-functional teams, including with executive stakeholders and executives

**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 a Policy Optimization Lead, you will be responsible for providing Google Play policies and processes guidance, design, and build systems to improve knowledge and coverage of these policies and processes, partner with multiple cross-functional teams to improve resolution timelines, and reduce occurrence of the issues handled. You will help test new processes, systems, and infrastructures to manage the gray area and high priority requests, and have input into where we put our efforts next.

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**:

- Manage and oversee the performance of the Policy Consultation team’s scaled operation, monitor performance indicators, analyze gaps, and implement improvement solutions.
- Create and refine processes, systems, and tools to optimize the efficiency and effectiveness of the policy consultation team’s infrastructure and deliverability of results in terms of knowledge management, resource allocation, productivity gains, etc.
- Lead in-depth and root cause analyses to identify operational gaps and work with vertical leads and cross-functional teams such as Service Delivery, Training, Engineering, Product and Tools.
- Review graphic, controversial, and sometimes offensive content.
- Work on-call schedules outside of standard work hours including weekends/holidays.

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.