Policy Escalation Specialist, Trust and Safety

3 days ago

Singapore YouTube Full time

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:

- Bachelor's degree or equivalent practical experience.
- 3 years of experience in content policy/review and anti-abuse or customer support operations.
- Ability to work non-standard, on-call rotation work hours, including weekends.
- Ability to speak and write in Japanese fluently in order to review content and manage escalations with content in this language.

Preferred qualifications:

- Experience with SQL or spreadsheet software, and using data to drive strategy and business action.
- Experience with complex, cross-functional project management.
- Experience with quality and training processes.
- Ability to build relationships with cross-functional partners across geographies.
- Ability to work through ambiguity and thrive in a rapidly changing environment.
- Excellent analytical skills.

**About the job**:
Fast-paced, dynamic, and proactive, YouTube’s Trust & Safety team is dedicated to making YouTube a safe place for users, viewers, and content creators around the world to belong, 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 & Safety team is on the frontlines of enhancing the YouTube experience, building internet safety, and protecting free speech in our ever-evolving digital world.

As a Policy Escalation Specialist, you'll ensure that we deliver performance goals for sensitive and timely escalations of potentially questionable content. You will manage the response to these escalations globally and use a variety of tools, communications, and facilitation methods to ensure that issues are triaged and the right stakeholders are involved in resolution. You will also help test new processes, systems, and infrastructure to manage escalations, while also contributing input into where we put our efforts next. In addition, you will review the data around incidents and search for trends, impact, and possible improvements. In this role, you will be required to work on-call on weekends and holidays on a rotational basis.

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.

**Responsibilities**:

- Manage escalations as part of the APAC Headquarters team in the Trust and Safety organization.
- Ensure that all escalations are triaged, tracked, investigated, resolved, and communicated accurately using internal tools and systems; manage or assist in conducting reviews to capture lessons-learned and ensure regular follow-up for any items identified.
- Analyze, identify, prioritize, and deliver operational improvement opportunities; identify, articulate, and quantify impact of required tools changes to deliver on these opportunities.
- Partner with Policy, Engineering, Vendor Operations, and Analytics teams to define the best plan and implement fast.
- Review and manage escalations from graphic and controversial video content in line with YouTube’s Community Guidelines.

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.

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