Policy Consultation Operations Manager, Play & Android, Trus

Company: Google
Location: Mountain View
Posted on: April 2, 2021

Job Description:

Policy Consultation Operations Manager, Play & Android, Trust & Safety

• Bachelor's degree or equivalent practical experience
• 1 year of relevant work experience in content moderation, policy enforcement, customer/developer support or policy creation
• Experience in operations management, contact center operations or project management.
• Data analysis and problem solving experience. Preferred qualifications:
  • Experience/knowledge in data analysis, complex problem solving, efficient execution
  • Experience in content moderation, DevOps, policy enforcement, or policy creation
  • Ability to function well in high-pressure situations and smoothly take the lead if necessary
  • Proficiency in simplifying and presenting complex concepts to senior stakeholders
  • Understanding of international and geopolitical events and how they may impact a global company and experience managing and building high-volume outsourced operations
  • Strong interpersonal and communication skills, with a proven ability to work successfully in cross-functional teams, including with senior stakeholders and executives 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. The Trust Response team protects the Google Play ecosystem by fighting spam, fraud and abuse and protecting user privacy in the Play store's application vertical. We ensure policy compliance for Google's expanding base of developers, advertisers, publishers, and users. As a Policy Consultation Manager, you will be responsible for providing Play policies and processes guidance, designing and building systems to improve knowledge and coverage of these policies and processes, and partner with multiple cross-functional teams to improve resolution timelines and reduce occurrence of the issues handled. You should be comfortable analyzing and understanding complex, non-standard situations and providing solutions and recommendations. As part of this role you'll help test new processes, systems and infrastructure to manage gray area and high priority requests, and have input into where we put our efforts next. 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. Responsibilities
    • Manage Play Policies requests from across T&S and other PAs providing guidance for high visibility escalations, gray area cases, inquiries, and singular scenarios that might require exceptional handling.
    • Conduct trend analysis on past requests to understand any gaps in policy coverage and/or processes and help identify opportunities for improvement to reduce repeated requests/increase efficiencies.
    • Create and refine processes, systems and tools, and help expand our support and awareness of emerging product and policy escalations/issues as these come our way; maintain and improve the policy consultation team's coverage and knowledge of Play policies and processes.
    • Lead deep-dive and root cause analyses to identify operational gaps and work with Process Excellence, Engineering, Product and Tools to optimize our workflows.
    • Work occasional off-hours coverage to support an incident. Location Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form . To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

Keywords: Google, Mountain View , Policy Consultation Operations Manager, Play & Android, Trus, Executive , Mountain View, California