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.

We are the cross-product abuse and crisis management hub of Trust and Safety. We coordinate cross-functional (XFN) response to high sensitivity escalations, connecting dots and synthesizing all incident intelligence, ultimately driving the issue to resolution. Partnering with XFN across the business, we strive for a 360 view of cross-product risks facing Google to provide incident intelligence and abuse mitigation assurance.

The US base salary range for this full-time position is $132,000-$194,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. 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

• Lead critical xPA incidents, coordinating teams for swift resolution, minimizing impact and tracking issues throughout the life-cycle.

• Mitigate risks to products and users by managing abuse, high-stakes events, and global crises, including those involving Generative AI (GenAI). Lead projects to secure platforms and reinforce user trust through proactive safety measures.

• Analyze past incidents to establish context, identify root causes, and implement improvements within the monetized space.

Drive lessons-learned initiatives to bolster the Trust and Safety response framework and prevent recurrence.

• Improve incident response Standard Operating Procedures (SOPs) and the extended workforce program to ensure swift, effective crisis management. Develop new processes and global training programs while enhancing existing operational protocols to support a high-performing response team

• Manage global responsibilities, including cross-timezone collaboration, weekend on-call shifts, and the handling of sensitive content with high discretion.

Minimum qualifications

• Bachelor's degree or equivalent practical experience.

• 7 years of experience in escalation management, crisis management, or a related field.

Preferred qualifications

• Master's degree or PhD in a relevant field.

• Experience in cross-functional collaboration and stakeholder management across multiple issues.

• Experience with managing escalations and crises, working with front-line teams and executives at the same time.

• Ability to grow in a high-pressure, changing and unstructured environment with minimal manager guidance.

• Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.