Operations Support Lead, Trust and Safety Compute

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.

In this role, you will be responsible for managing operations within a team to drive efficiency and effectiveness. You will participate in the incubation and scaling of new processes while maintaining a focus on quality for the operations team. You will also collaborate with internal cross-functional partners to contribute to process improvements based on operational insights.

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 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

• Participate in rotational weekend on-call availability; establish operational BCP plans.
• Support the formulation and execution of training. Support review teams, assisting in driving process improvements for operational scale and quality.
• Collaborate with content and AI policy leads on program implementation, managing risks and developing roadmaps for adoption across teams.
• Partner with regional Ops to drive operational excellence in the support process. Ensure teams collaborate on internal consults and process ownership.
• Lead detailed root cause analysis for known issues and roadblock. Initiate pro-active actions to avoid issues from happening.

Qualifications

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 7 years of experience in data analytics, trust and safety, policy, cyber-security, or related fields.
• 3 years of experience in process improvement.
• 3 years of experience in automations.

Preferred qualifications:

• Master's degree, PhD, or equivalent practical experience.
• Experience working on executive escalations and remediations.
• Experience in trust and safety or developer relations, customer support.
• Experience working with global distributed teams.
• Excellent written and verbal communication and presentation skills, with the ability to influence cross-functionally at various levels.