Incident Manager, Trust Response, Trust and Safety

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 4 years of experience in data analytics, Trust and Safety, policy, in building scaled operations or operations management.
  

Preferred qualifications:

• Ability to function well in high-pressure situations.
  
• Ability to build more effective and efficient incident management functions.
• Excellent communication skills, with the ability to work successfully in cross-functional teams, including with senior stakeholders and executives.
• 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.

As Incident Manager, you will be a part of a global team working to ensure that sensitive incidents in the realm of user protection are managed effectively, with minimal impact on the business, users, or brand. You’ll be working across various teams within Trust and Safety, Public Policy, Engineering, Legal, Communications, and PR to resolve standard escalations. You will lead sensitive priority incidents that pose a risk to Google and users, which will involve real-time problem-solving, managing executive stakeholders, and driving decision making with minimal supervision. You will build relationships with escalation management teams across Trust and Safety, including working with stakeholders to implement consistent escalation standards and processes.

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 diverse 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

• Perform oncall incident manager responsibilities on a rotating basis, including weekend coverage.
  
• Manage or assist in conducting incident reviews to capture lessons-learned and needed improvements to existing policy or enforcement processes, and ensure follow-up for any action items identified.
  
• Lead cross-functional response to sensitive escalations, including sending executive communications, leading meetings with senior stakeholders, driving towards decision making across teams, and centralizing information from different sources.
  
• Manage multiple interdependent projects.
  
• Build relationships with Trust and Safety teams covering different Google products, including regular syncs to understand escalation trends.