Escalations Analyst, Trust and Safety, Generative AI, Search
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 4 years of experience in data analytics, Trust and Safety, policy, cyber-security, or related fields.
- Experience in performing on-call responsibilities on a rotating basis, including weekend coverage.
- Experience in analyzing data sets using up-to-date tools (e.g., SQL, Business Intelligence/dashboards).
- Experience conducting risk-based analysis and recommending actions or solutions.
- Experience in content policy, anti-abuse or customer support operations, and with Google products, infrastructure, and types of online abuse.
Preferred qualifications:
- Experience with Machine Learning and Large Language Model (LLMs).
- Experience in SQL, building dashboards, data collection/transformation, visualization/dashboards, or in a scripting/programming language (e.g., Python).
- Experience in developing detailed operational processes from scratch.
- Ability to work through ambiguity and grow in a rapidly changing environment, remaining calm under pressure.
- Ability to work successfully in cross-functional teams, including with c-level stakeholders and executives.
- Excellent communication and presentation skills (written and verbal) and the ability to influence cross-functionally at various levels.
About the job
Trust and 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.
In this role, you will be responsible for protecting Google and its users by fighting abuse and badness on a wide range of Search and AI features. You will ensure trust and reputation not only for Search, but also for Google as a broader brand and company. You will be a leader who possesses the ability to work globally and cross-functionally with multiple internal stakeholders through effective relationship building, influencing and communication. You will have to apply investigative thinking to understand problems touching hundreds of millions of Google’s users and support decisions with data. You will have excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment. You will find work to be fun and testing, offering you a huge and meaningful impact.
At Google we work hard to earn our users’ trust every day. Trust and 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
- Manage policy escalations processes across Search and Generative AI and make consistent policy decisions and implement timely fixes, often under pressure.
- Analyze data on past escalations to drive process, product, and policy improvements.
- Build cross-functional partnerships with product, policy, and engineering teams.
- Develop strategy and goals to ensure user trust and safety across products.
- Leverage Large Language Model (LLM) and Machine Learning (ML) technologies to build scalable solutions for solving abuse problems. Work with sensitive content or situations and be exposed to graphic, controversial, or upsetting topics or content.
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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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