Operations Support Lead, Compute
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 7 years of experience in data analytics, Trust and Safety, policy, cybersecurity, or related fields.
Preferred qualifications:
- 3 years of experience in people management, supervision, or team leadership.
- 3 years of experience driving process improvement.
- Experience in Trust and Safety or developer relations, customer support and with Analytics.
- Experience working on complex executive escalations and remediation and working with Global distributed teams.
- Excellent communication skills, with the ability to effectively convey strategic perspectives to executive management.
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 Developer Support team, within Trust and Safety Compute, aims to build trust and minimize friction with the most critical developers within the ecosystem, while also mitigating regional specific user harm. We do this through proactive management and consultation of developers’ policy issues, ongoing outreach and education, identifying sensitive risk areas, and providing a positive publishing experience for our developers.
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 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
- Lead the regional operations team, deliver on agreed Service Level Agreement (SLA) outcomes and analyze operational trends, patterns, and insights for business decisions.
- Establish Operational accuracy, robust plans and support the formulation and execution of training and support for front-line review teams, assisting in driving process improvements for operational scale and quality.
- Collaborate with Content and AI Policy leads on program implementation, proactively managing risks and developing strategic roadmaps for adoption across teams.
- Partner with regional Operations to drive operational accuracy in the support process. Ensure teams collaborate on internal consults and process ownership.
- Establish detailed Root Cause Analysis for known issues and roadblock. Initiate pro-active actions to avoid issues from happening.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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