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 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.

In this role, you will ensure to deliver performance goals for escalations of 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. You will help to test new processes, systems, and infrastructure to manage escalations. You will work with data around incidents and search for trends, impact, and improvements.

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.

Responsibilities

• Manage escalations with markets that communicate in Mandarin Chinese, as part of the Asia-Pacific (APAC) Headquarters team in the Trust and Safety organization.

• Review and manage escalations including graphic and controversial video content, in line with YouTube’s Community Guidelines.

• Ensure that all escalations are triaged, tracked, investigated, resolved and communicated using internal tools and systems. 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.

• Partner with cross-functional teams to define the best plan for resolving escalations and implement fast.

Minimum qualifications

• Bachelor's degree or equivalent practical experience.
• 2 years of experience in trust and safety, policy, cybersecurity, content policy or review, anti-abuse, data analytics or a related field.
• Ability to work non-standard hours (including on-call rotations, evening and overnight hours), weekends, holidays, and shift-based schedules as required.
• Ability to communicate in Mandarin Chinese fluently in order to review content and manage escalations with content in these languages.

Preferred qualifications

• Experience in managing operational efficiency and process management.

• Ability to use data to drive strategy and business action.

• Ability to manage relationships with cross-functional partners across geographies.