Senior Manager, Policy Escalations Rapid Response Team

Job Description

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 Senior Manager, you will be responsible for making the internet safer, protecting free speech and defending our brand. You will lead the San Bruno Policy Escalations Rapid Response team, making critical policy enforcement and content moderation decisions for YouTube. You will build relationships with Legal, Policy and PR stakeholders and will help implement enforcement decisions for the most urgent content enforcement decisions in accordance with YouTube Community Guidelines.

As the Senior Manager, Policy Escalations Rapid Response team, you will be responsible for delivering timely and accurate content moderation enforcement decisions, with escalations originating from external sources (e.g., news outlets, regulatory bodies, customers) as well as internal sources (partners, executives). You'll lead our initial-line operations on policy enforcement issues and are comfortable delivering decisions/recommendations under tight time pressure, often with passionate executives with competing viewpoints.

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.

Resonsibilities:
• Manage escalations from intake to execution and communicate with leadership, close the loop on all escalations by sharing insights with policy enforcement managers to amend policy guidance, and share and document any identified gaps in our enforcement processes.
• Become subject matter expert on Partner Program policies, manage related escalations, drive improvements across policy areas, and review graphic, controversial, and offensive video content aligned with YouTube's Community Guidelines.
• Lead and grow a team to manage customer, press, regulators, and executive escalations.
• Deliver operational performance across all escalation paths and team members, ensure that all escalations are triaged, tracked, investigated and resolved appropriately, and ensure team coverage plans during off-hours and on-call weekend coverage.
• Improve processes and performance by analyzing and identifying improvement opportunities, and articulate and quantify impact of required tool changes to deliver improvement opportunities.

Qualifications:

Minimum qualifications:
• Experience in content policy or anti-abuse operations and enforcement.
• 6 years of experience in internet services, process improvement, or customer support.
• 3 years of experience in managing, coaching, and developing a team.
• Ability to work non-standard work hours.

Preferred qualifications:
• Experience delivering exceptional customer experience against core metrics, as well as process improvement.
• Experience in crisis management and working in a fast-paced and constantly evolving environment.
• Strategic and analytical capabilities, and the ability to use data to drive strategy and business action.
• Outstanding influencing and communication skills, with the ability to build relationships with cross-functional partners.

Jobcode: Reference SBJ-d98387-18-223-171-12-42 in your application.