Senior Crisis Response Manager, YouTube Trust and Safety

This role may also be located in our Playa Vista, CA campus.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.

• 8 years of experience in content policy, anti-abuse or customer support operations, reviewing content, answering user questions, and working with vendors.

• Ability to work non-standard, on-call rotation work hours as needed.

Preferred qualifications:

• Experience in driving large, cross-functional projects.

• Ability to create new processes and iterate on existing workflows.

• Ability to thrive in ambiguity.

• Interest in the intersection of policy, creator experience, and brand safety.

• Excellent communication skills to drive consensus across stakeholders.

• Excellent technical and analytical skills to frame solutions using data.

Fast-paced, dynamic, and proactive, YouTube's Trust & Safety team is dedicated to making YouTube a safe place for users, viewers, and content creators around the world to belong, create, and express themselves. Whether understanding and solving their online content concerns, navigating within global legal frameworks, or writing and enforcing worldwide policy, the Trust & Safety team is on the frontlines of enhancing the YouTube experience, building internet safety, and protecting free speech in our ever-evolving digital world.

As a Senior Crisis Response Manager on YouTube's Rapid Response team within Trust and Safety, you will be responsible for managing evolving content moderation escalations from end-to-end. You will be involved in sensitive escalation management involving high priority cases and will work closely with executive stakeholders across the business to ensure alignment in applying policy enforcement guidelines and addressing brand risk. You will think through the unique challenges of a broad array of policy areas and lead enforcement decisions that require excellent judgment, analytical skills, and an ability to work through nuance to arrive at the right outcome. You will leverage your analytical skills to conduct root cause analysis and drive improvements in process and technology at scale. You will review graphic, controversial, and sometimes offensive video content in line with YouTube's community guidelines.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun - and we do it all together.

The US base salary range for this full-time position is $153,000-$241,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. 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.

• Serve as an escalations leader for sensitive escalations, managing time-sensitive and high profile escalations from intake to execution to root cause analysis.

• Review and monitor intake channels and independently identify sensitive cases for leadership escalation and drive appropriate end-to-end resolution.

• Exercise excellent business judgment by driving resolution to sensitive escalations.

• Engage with policy enforcement verticals and cross-functional stakeholders to drive changes based on key insights from managing incidents.

• Review graphic, controversial, and sometimes offensive video content in line with YouTube's Community Guidelines.

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 ~~~/ and ~~~ If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form: ~~~.