Program Manager, Escalations
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 2 years of experience in a policy, legal, Trust and Safety, or technology environment.
- Experience applying policy to online content regarding appropriate and violative content.
- Experience with spreadsheets, databases SQL and data analysis.
- Ability to work non-standard, on-call rotation weekend and holiday hours.
Preferred qualifications:
- Experience in escalation management, adversarial abuse fighting, and reviewing online content.
- Experience working in an operations-oriented organization.
- Knowledge of SQL with the ability to understand detection and tooling system.
- Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment
- Excellent drafting skills including translating policies into concise summaries.
About the job
At YouTube, we believe that everyone deserves to have a voice and that the world becomes a better place when we share and build community through our stories. We empower people to tell their stories, explore their passions and connect through creativity and technology.
As a part of the Scaled Abuse Escalations Team, you will manage abuse-related escalations in collaboration with Rapid Response, Trust and Safety and YouTube teams. You will lead resolution efforts, engage with stakeholders including executives and develop preventative solutions for future incidents. This role also involves reviewing graphic or sensitive content in line with YouTube's community guidelines and monetization policies.
The US base salary range for this full-time position is $105,000-$151,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.Responsibilities
- Manage policy review for scaled abuse escalations including Pert, Pert-Lite and Executive cases, driving consensus across all stakeholders in close co-ordination with rapid response.
- Review graphic, controversial and offensive video content in line with YouTube's community guidelines and monetization policies, with a focus on adversarial abuse.
- Develop knowledge of scaled abuse policies to ensure faster, efficient resolution.
- Ensure all escalations are triaged, tracked, investigated, resolved and communicated accurately using internal tools and systems and assist in conducting lessons-learned reviews and post-mortems ensuring regular follow-up.
- Serve as Incident Response Manager for high-priority escalations and events from intake to execution to closure.
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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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