Policy Escalation Specialist, YouTube Trust and Safety

Fast-paced, dynamic, and proactive, YouTube’s Trust and 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 and Safety team is on the frontlines of enhancing the YouTube experience, building internet safety, and protecting free speech in our ever-evolving digital world.

The Rapid Response team oversees and manages escalations across all YouTube product areas. As a Policy Escalation Specialist, you will work across Trust and Safety and YouTube to ensure that we address escalations holistically. You will provide management of escalations, creating a pathway to resolution, and communicating with key stakeholders as well as our executive team. You will develop preventative solutions to address future escalations, and help assess risk to the YouTube platform. You will review graphic, controversial, and sometimes offensive video content in line with YouTube’s Community Guidelines. In this role, you will need to be available for on-call work at weekends and holiday hours on a rotational basis.

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 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

• Own and manage policy escalations, driving consensus across all stakeholders.
• Review graphic, controversial, and offensive video content in line with YouTube's community guidelines.
• Ensure that all escalations are triaged, tracked, investigated, resolved, and communicated accurately using internal tools and systems.
• Develop knowledge across all product areas to ensure faster, more efficient resolution, creating post-mortems and working with Engineering.
• Conduct strategic analysis, optimize business performance, and deliver within relevant product areas. This includes analyzing data, identifying trends, and developing solutions that improve business performance.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 2 years of experience in data analytics, Trust and Safety, policy, cybersecurity, support operations, or related fields.

Preferred qualifications:

• Master's degree in a relevant field.
• Experience in content policy, anti-abuse, and reviewing online content.
• Experience working with international issues across multiple geographies, including freedom of expression, child safety, or online controversial content.
• Experience with spreadsheets, databases, SQL, and data analysis.
• Ability to solve problems and think critically with attention to detail in an ever-changing environment.
• Ability to communicate in Portuguese and Spanish fluently to support client relationship management, and work non-standard, on-call rotation hours including weekends.