Policy Escalation Specialist, Rapid Response
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience in escalations or crisis management.
- 2 years of experience in applying policy to online content, including making decisions on content violation.
- Experience working in an operations-oriented organization.
- Ability to work non-standard, on-call rotation weekend and holiday hours.
Preferred qualifications:
- Experience with spreadsheets, databases SQL and data analysis.
- Experience in content policy, anti-abuse and reviewing online content.
- Experience applying policy to online content, while making accurate judgment calls with respect to appropriate and violative content.
- Experience with identifying abuse trends or working in news or policy.
- Experience working with international issues across multiple geographies, including freedom of expression, child safety or online controversial content.
- Excellent problem-solving, critical thinking and attention to detail in a fluid environment.
About the job
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.
The Rapid Response team oversees and manages the most critical and complicated escalations across all YouTube product areas with the aim to make the platform a trusted, fair and safe place for our users. As a Policy Escalation Specialist, you will work across Trust and Safety and YouTube to ensure that we handle escalations holistically. You will provide end-to-end management of critical escalations, creating a pathway to resolution and communicating with key stakeholders as well as our executive team. When you are not fighting one of our most important fires, you will develop preventative solutions to handle 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. This role will require on-call work at weekends on a rotational basis.
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.
Responsibilities
- Evaluate cross-product, high-impact escalations to determine severity, risk and required action.
- Own and manage policy escalations from start to finish, driving consensus across all stakeholders.
- Review graphic, controversial and sometimes offensive video content in line with YouTube's community guidelines.
- Develop knowledge across all product areas to ensure faster, more efficient resolution. Develop post-mortem and implementations of preventative solutions, including working with Engineering on tools.
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