PRODUCT AREA
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.
JOB DESCRIPTION
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.
ADDITIONAL JOB DESCRIPTION
As part of YouTube Trust and Safety, you will be directly responsible for making the internet safer, protecting free speech, and defending our brand.
As a Policy Escalation Specialist, you'll ensure that we deliver performance goals for sensitive and timely escalations of potentially questionable content. You will manage the response to these escalations globally and use a variety of tools, communications, and facilitation methods to ensure that issues are triaged and the right stakeholders are involved in resolution.
In this role, you will also help test new processes, systems, and infrastructure to manage escalations, while also contributing input into where we put our efforts next. In addition, you will dig into the data around incidents and search for trends, impact, and possible improvements. You will be required to work on-call on weekends and holidays on a rotational basis.
Qualifications
JOB RESPONSIBILITIES
- Manage escalations as part of the APAC Headquarters team in the Trust and Safety organization.
- Ensure that all escalations are triaged, tracked, investigated, resolved, and communicated accurately using internal tools and systems. Manage or assist in conducting reviews to capture lessons-learned and ensure regular follow-up for any items identified.
- Analyze, identify, prioritize, and deliver operational improvement opportunities. Identify, articulate, and quantify the impact of required tools changes to deliver on these opportunities.
- Partner with Policy, Engineering, Vendor Operations, and Analytics teams to define the best plan and implement fast.
- Review and manage escalations from graphic and controversial video content in line with YouTube Community Guidelines.
MINIMUM QUALIFICATIONS
- Bachelor's degree or equivalent practical experience.
- 3 years of experience in content policy/review and anti-abuse or customer support operations.
- Ability to communicate in Urdu, Bengali, or Sinhalese fluently to review content in these languages.
- Ability to work non-standard, on-call rotation work hours, including weekends.
PREFERRED QUALIFICATIONS
- Experience with SQL or spreadsheet software, and using data to drive strategy and business action.
- Experience with complex, cross-functional project management.
- Experience with quality and training processes.
- Ability to build relationships with cross-functional partners across geographies.
- Ability to work through ambiguity and succeed in a rapidly changing environment.
- Excellent problem solving skills.
