Director, YouTube Trust and Safety, APAC
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 15 years of experience in internet services, process improvement, or customer support.
- 3 years of experience in managing, coaching, and developing a team with experience working in a crisis response environment.
- Ability to work non-standard workweeks including on-call on weekends on a rotational basis.
Preferred qualifications:
- Experience delivering customer experience against core metrics and process improvement.
- Experience working in a fast-paced and constantly evolving environment.
- Experience or demonstrated interest in content policy or anti-abuse operations.
- Ability to build relationships with cross-functional partners.
- Strong business judgment, strategic and analytical capabilities, including using data to drive strategy and business action.
About the job
The Director, APAC YouTube Trust and Safety is a critical role in protecting YouTube from badness. You will be responsible to deliver high quality policy enforcement support on the most sensitive policy escalations, from external sources (e.g., news outlets, regulatory bodies, customers) as well as internal escalations. You will lead our front line operations on policy issues and are comfortable delivering decisions/recommendations under tight time sensitive deadlines to senior executives. You will directly manage the APAC based Escalations team and oversee the Market Responsibility Specialist function in APAC, the team who brings expert regional insights to help improve how YouTube enforces our policies.
In this role, you will be responsible for managing complex and evolving incidents from end to end. The role involves sensitive escalation management and working closely with senior stakeholders across the business to ensure alignment in applying policy principles and addressing brand risk. You will work cross-functionally across Policy Development, Policy Verticals, Scaled Abuse, Monetization, Product, and Global Scaled Operations to operationalize, enforce, and communicate policy enforcement decisions that keep users safe and minimize brand risk to the platform. You will think through the unique challenges of a broad array of policy areas (e.g., Child Safety, Violent Extremism, Hate/Harassment, Harmful/Dangerous, Misinformation, Adult) while developing workflows that are consistent and resilient. This role 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.
Responsibilities
- Lead, grow, and motivate the APAC Escalations team to manage complex customer, press, regulators, and executive escalations.
- Lead the regional Code of Conduct (CoC) process globally to ensure high profile creators who may have created harm to YouTube’s ecosystem are reviewed via the cross functional team in a timely manner.
- Act as Incident Commander for high profile escalations that require cross-functional coordination across many teams at YouTube and Google.
- Deliver operational performance (e.g., quality, service levels) across all escalations paths and team members, ensuring that all escalations are triaged, tracked, investigated and resolved appropriately. Ensure team coverage plans during off hours (e.g. weekends).
- Review controversial and offensive video content in-line with YouTube’s Community Guidelines. Be available for on-call work on weekends on a rotational basis to handle policy escalations.
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