Minimum qualifications:

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

Preferred qualifications:

• Experience delivering excellent 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 abilities, and the ability to use data to drive strategy and business action.
• Excellent influencing and communication skills, with the ability to build relationships with cross-functional partners.

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 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 part of YouTube Trust and Safety, you will be responsible for making the internet safer, protecting free speech, and defending our brand. You will serve as a Team Lead on the San Bruno Rapid Response Policy and Community Guidelines enforcement team, making policy enforcement and content moderation decisions for YouTube. You will also supervise several Policy Enforcement Specialists to solve escalations, exercising judgment and leadership skills.

You will build relationships with Legal, Policy and Public Relations stakeholders and will help implement enforcement decisions for the most urgent content enforcement decisions in accordance with YouTube Community Guidelines. You will be responsible for delivering timely and accurate content moderation enforcement decisions, with escalations originating from external sources (news outlets, regulatory bodies, customers) as well as internal sources (partners, executives). You will lead our front line operations on policy enforcement issues.

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

• Manage policy enforcement specialist team and escalations from intake to execution and communicate decisions with senior leadership.
• Be a 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.