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Incident Manager, User Safety, Trust and Safety, Google Play

GoogleKirkland, WA, USA; Seattle, WA, USA
In accordance with Washington state law, we are highlighting our comprehensive benefits package, which is available to all eligible US based employees. Benefits for this role include:
  • Health, dental, vision, life, disability insurance
  • Retirement Benefits: 401(k) with company match
  • Paid Time Off: 20 days of vacation per year, accruing at a rate of 6.15 hours per pay period for the first five years of employment
  • Sick Time: 40 hours/year (statutory, where applicable); 5 days/event (discretionary)
  • Maternity Leave (Short-Term Disability + Baby Bonding): 28-30 weeks
  • Baby Bonding Leave: 18 weeks
  • Holidays: 13 paid days per year.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Kirkland, WA, USA; Seattle, WA, USA.

Minimum qualifications:

  • Bachelor's degree or equivalent practical experience.
  • 4 years of experience in data analytics, trust and safety, policy, or cybersecurity.

Preferred qualifications:

  • Master's degree in relevant field.
  • 2 years of experience in Incident Management, Triage, or Security Command Center.
  • Experience with machine learning.
  • Experience in SQL, building dashboards, data collection/transformation, visualization/dashboards, or in a scripting programming language (e.g., Python).
  • Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.
  • Excellent written and verbal communication and presentation skills, with 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.

As an Incident Manager, you will be a part of a global team working to ensure that sensitive incidents in the realm of user protection are managed effectively, with minimal impact on our business, users or brand. You will be working across various teams within Trust and Safety (T&S), Public Policy, Engineering, Legal, Communications, and Public Relations (PR) to resolve standard escalations. From time to time, you will lead highly sensitive, high priority incidents, which will involve real-time problem-solving, managing executive stakeholders, and driving decision making with minimal supervision. You will build close relationships with escalation management teams across Trust and Safety, including working with stakeholders to implement consistent escalation standards and processes.
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.

The US base salary range for this full-time position is $117,000-$167,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

  • Guide cross-functional response to sensitive, high priority escalations, including sending executive communications, managing meetings with executive stakeholders, working towards decision making across teams, and centralizing information from different sources.
  • Manage implementation of incident management standards and protocols across T&S escalation teams covering a wide range of different Google products.
  • Assist in conducting post mortems and incident reviews to capture lessons-learned and needed improvements to existing policy or enforcement processes, and ensure follow-up and closure for any action items identified.
  • Build close relationships with T&S teams covering different Google products, including regular syncs to understand the latest escalation trends. Manage multiple projects of moderate to high scope.
  • Perform on-call responsibilities on a rotating basis, including weekend coverage. Work with sensitive content or situations, including potential exposure to graphic, controversial, or upsetting topics.

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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.

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.
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