Operations Lead, Compute, Trust and Safety
Operations Lead, Compute, Trust and Safety
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 7 years of experience in operations in Trust and Safety.
- 3 years of experience driving process improvement and implementation.
- 3 years of experience in a people management, supervision, or team leadership role.
Preferred qualifications:
- Experience in Trust and Safety or developer relations, and customer support.
- Experience working on complex executive escalations and remediations.
- Experience working with global distributed teams.
- Experience with Analytics.
- Excellent communication skills to effectively convey strategic perspectives to executive management.
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.
We prioritize user experience, promote developer success through consistency and trust, and make the mobile experience the safest it can be across Play, Android and Chrome Web stores.
The Developer Support team, within Trust and Safety Compute, aims to build trust and minimize friction with the most critical developers within the ecosystem, while also mitigating regional specific user harm. We do this through proactive management and consultation of developers’ policy issues, ongoing outreach and education, identifying sensitive risk areas, and providing a positive publishing experience for our developers.
In this role, you will manage operations within a team, to drive efficiency and effectiveness. You will participate in incubation and scaling of new processes while maintaining a focus on quality for our operations team. You will collaborate with internal cross-functional partners to contribute to process improvements based on operational insights. Rotational weekend on-call availability is required.
Responsibilities
- Analyze large datasets to identify trends, patterns, and insights for business decisions.
- Lead the regional operations team and deliver on agreed Service Level Agreement outcomes. Partner with regional operations to establish operational excellence in the support process and build robust Business Continuity Plans (BCP).
- Support the formulation and execution of training and support for frontline review teams, assisting in driving process improvements for operational scale and quality.
- Collaborate with Content and AI Policy leads on program implementation, proactively managing risks and developing strategic roadmaps for adoption across teams.
- Conduct detailed Root Cause Analysis for known issues and roadblock. Initiate proactive actions to avoid issues from happening.
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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.
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