Job Description

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 4 years of experience in escalation management, crisis management, or a related field.
• Experience in Google Workspace applications (e.g., Sheets, Documents, or Drive).

Preferred qualifications:

• Experience in cross-functional collaboration and stakeholder management across multiple complex issues.
• Experience with managing escalations and crises, working with front-line teams and executives at the same time.
• Ability to grow in a high-pressure, fast-paced and unstructured environment with minimal manager guidance.
• Ability and willingness to work across time zones, including sporadic off-hours work and weekend oncall work, to communicate with a globally distributed team.
• Ability to leverage GenAI integrations.
• Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.

About the job

Trust & Safety team members are tasked with identifying and taking on the biggest problems that challenge the safety and integrity of our products. They use technical know-how, excellent problem-solving skills, user insights, and proactive communication to protect users and our partners from abuse across Google products like Search, Maps, Gmail, and Google Ads. On this team, you're a big-picture thinker and strategic team-player with a passion for doing what’s right. You work globally and cross-functionally with Google engineers and product managers to identify and fight abuse and fraud cases at Google speed - with urgency. And you take pride in knowing that every day you are working hard to promote trust in Google and ensuring the highest levels of user safety.

We are the cross-product abuse and crisis management hub of Trust and Safety. We coordinate cross-functional response to high sensitivity escalations, connecting dots and synthesizing all incident intelligence, ultimately driving the issue to resolution. Partnering with cross-functional across the business, we strive for a 360 view of cross-product risks facing Google to provide incident intelligence and abuse mitigation assurance.

The US base salary range for this full-time position is $117,000-$167,000 + 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.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google

Responsibilities

• Master taking command of critical cross-product area incidents, ensuring coordinated, effective resolutions, minimizing user and organizational impact. Track all escalations throughout the incident life-cycle.
• Identify strategic risks to users and products (including GenAI), conduct impact assessments, and develop mitigation strategies for abuse and global crises.
• Lead end-to-end projects to manage crises, secure platforms, and reinforce product trust. Analyze past incidents for root causes and strategic improvements in the monetized space.
• Improve incident response standard operating procedures (SOPs) and extended workforce programs for effective crisis management. Contribute to global training programs, develop processes, and enhance protocols.
• Be exposed to graphic, controversial, or upsetting content.