Appeals Global Manager, Google Play, Android

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 in Legal, Policy, Technology, a related field, or equivalent practical experience.
- 8 years of experience in developer support, policy enforcement, customer support, policy creation, security programs, business strategy, operations consulting, or a similar field.
- 2 years of experience with people management.

Preferred qualifications:

- Ability to lead stakeholders and drive consensus across all experience levels.
- Ability to quickly learn the workflow in detail and understand the big picture.
- Ability to anticipate risks in advance and advocate for the correct solutions.
- Ability to build more effective and efficient incident management functions.
- Ability to function well in high-pressure situations.
- Ability to work with cross-functional teams, including with stakeholders and executives, with excellent communication skills.

**About the job**:
The Trust and Safety team reduces risk and protects the experience of our users and business partners across Google's expanding base of products. We work with a variety of teams from Engineering, Legal, Public Policy, and Sales Engineering to set policies and combat fraud/abuse in a scalable way, often with a focus to finding industry-wide solutions. Trust and Safety team members are motivated to find innovative solutions and use technical know-how, user insights, and proactive communication to pursue quality and safety standards for users across Google products.

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 a team of Trust and Safety analysts.
- Manage sensitive escalations and resolve policy related questions for Trust and Safety, Google Play, and Android operations. Manage Developer Appeals operations and improve developer experiences through insights gained from Appeals.
- Support Trust and Safety and Google Play-wide policy launches and initiatives to ensure a safe app experience. Lead root cause analyses to identify operational gaps and work with Policy Development, Enforcement, Engineering, Product, and Tools teams to optimize workflows.
- Develop an appeals workflow through partnering with various teams to achieve a safe app experience in the Google Play ecosystem.
- Perform on-call responsibilities on a rotating basis, including weekend coverage as needed. Review or be exposed to 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.