Program Manager, Scaled Abuse Escalations, YouTube

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 4 years of experience in data analytics, Trust and Safety, policy, cyber-security, or related fields.
  
• Ability to work non-standard, on-call rotation work hours, including weekends.
  

Preferred qualifications:

• Experience in escalation management, adversarial abuse fighting, and reviewing online content.
  
• Experience using SQL, building dashboards, data collection/transformation, and visualization/dashboards, or with a scripting/programming language (e.g., Python).
  
• Excellent written and verbal communication and presentation skills, with the ability to influence cross-functionally at various levels.
  

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.

The Scaled Abuse Escalations team oversees and manages escalations in parallel with the Rapid Response Teams. As an Escalations Program Manager, you will work across YouTube and Trust and Safety to ensure that the team addresses escalations from an adversarial abuse lens. You will provide management of escalations, creating a pathway to resolution, and communicating with key stakeholders as well as the executive team. You will develop preventative solutions to address future escalations and high profile events. You will review graphic, controversial, and sometimes offensive video content in line with YouTube’s Community Guidelines and business generation policies. In this role, you will also need to be available for on-call work at weekends and holiday hours 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.

The US base salary range for this full-time position is $108,000-$158,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. 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

• Own and manage Scaled Abuse policy reviews, driving consensus across all stakeholders.
  
• Develop knowledge of Scaled Abuse policies to ensure more efficient resolution.
• Ensure that all escalations are triaged, tracked, investigated, resolved, and communicated using internal tools and systems, manage or assist in conducting reviews to capture lessons-learned and ensure regular follow-up.
• Serve as Incident Response Manager for escalations and events from intake to execution to closure.
• Review graphic, controversial, and offensive video content in line with YouTube's community guidelines and business generation policies, with a particular focus on adversarial abuse.