Policy Vertical Lead, Social and Escalation Operations, YouTube
Google· YouTube
Hybrid (San Bruno, CA; New York, NY; Los Angeles, CA)$114k - $163kFull-timePosted 2w ago
About the role
Lead YouTube’s social operations and escalation management strategy for the policy vertical, covering trust and safety, business generation, and other responsibility enforcement efforts. Build and maintain operational excellence, advocate insights, and shape 24x7 global crisis response. Partners cross-functionally to preempt and resolve urgent escalations and improve external communications, user journeys, and escalation experiences.
Responsibilities
- Build deep expertise in YouTube’s guidelines, business generation, and responsibility policies, focusing on enforcement launches and workflows.
- Design, manage, and optimize 24/7 social support and escalation workflows, including knowledge management, communication materials, and design documents.
- Identify operational knowledge gaps and build adaptable training resources to strengthen the team's trust and safety acumen.
- Lead high-priority incident response for critical policy escalations, guiding managers, advising on external communication, and driving cross-functional resolutions.
- Drive cross-functional alignment for trust and safety, security, legal, and governance leaders during fast-moving crises.
- Analyze trends to present to executives, synthesizing escalation patterns, social feedback, and bugs into policy insight reports.
- Ensure global regulatory compliance and operational readiness for key mandates (e.g., GDPR) across policy and business generation products.
Qualifications
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in trust and safety, community operations, social/user support escalations, or a related front-line operations role at a consumer or developer platform.
Skills
Required:Communication
Nice to have:Crisis managementCross-functional collaboration
Benefits
- Learn more about benefits at Google (link provided in description)
Last updated Oct 23, 2026. Interested? Apply on the company site.
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