Incident Manager, Trust Response, Trust and Safety - Google
Atlanta, GA
About the Job
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 2 years of experience in data analytics, Trust & Safety, policy, cybersecurity, or related fields.
- 2 years of incident response or program management experience.
Preferred qualifications:
- Master's degree in a relevant technical field.
- Ability to function well in high-pressure situations.
- Ability to work non-standard hours as needed to support escalations and to lead stakeholders and drive consensus across all experience levels (junior stakeholders to VPs).
- Ability to take action and challenge the status quo to build more effective and efficient incident management functions.
- Excellent investigative, problem-solving, and critical-thinking skills.
- Excellent communication and presentation skills (written and verbal) and the ability to influence cross-functionally at various levels.
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 are responsible for managing all Play related incidents and providing data to support Trust and Safety executives to make the right decision.
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.
The US base salary range for this full-time position is $90,500-$132,000 + 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
- Collaborate with cross-functional teams across Legal, Communication, Public Relations, Trust and Safety teams, Engineering teams, and Public Policy to resolve escalations. Lead cross-functional response to particularly sensitive, high priority escalations.
- Manage implementation of incident management standards and protocols across the escalation teams covering a wide range of different Google products.
- Manage or assist in conducting post mortems and incident reviews to capture lessons-learned and needed improvements to existing policy or enforcement processes, and ensure follow-up and closure for any action items identified.
- Build relationships with the team covering different Google products, including regular syncs to understand latest escalation trends.
- Manage multiple interdependent projects of moderate to high complexity and scope. Work collaboratively cross-functionally to ensure coordination and alignment on objectives and key results. This role will be exposed to graphic, controversial, or upsetting content.
