Escalations Program Manager, YouTube Trust and Safety
About The Position
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 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. 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.
Requirements
- Bachelor's degree or equivalent practical experience.
- 4 years of experience in data analytics, Trust and Safety, policy, cybersecurity, or related fields.
- Ability to work non-standard, on-call rotation work hours, including weekends.
Nice To Haves
- Experience in escalation management, adversarial abuse fighting, and reviewing online content.
- Excellent investigative skills with the knowledge of SQL and ability to understand detection and tooling systems.
- Excellent problem-solving and thinking skills with attention to detail in a changing environment.
- Excellent drafting skills including translating policies into concise summaries.
Responsibilities
- Own and manage Scaled Abuse policy review of Program Evaluation and Review Technique (Pert), Pert-Lite, and Executive escalations, driving consensus across all stakeholders in coordination with Rapid Response.
- Develop knowledge of Scaled Abuse policies to ensure quality and faster resolution.
- Ensure all escalations are triaged, tracked, investigated, resolved, and communicated using internal systems. Manage or assist in conducting reviews to capture lessons-learned, and ensure regular follow-up.
- Serve as Incident Response Manager for escalations and events from intake to execution to closure.
- Work with graphic, controversial, and sometimes offensive video content during team escalations in line with YouTube's Community Guidelines. Participate in an On-Call rotation schedule to manage escalations that may occur outside of standard non work hours including weekends/holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Web Search Portals, Libraries, Archives, and Other Information Services
Number of Employees
5,001-10,000 employees
