Incident Manager, Trust Response, Trust and Safety

Ability to function well in high-pressure situations and willingness to work outside normal business hours on occasion to support an incident.

Excellent people and communication skills, with an ability to work successfully in cross-functional teams.

Excellent problem-solving skills with attention to detail in an ever-changing environment.

Bias towards action and challenging the status quo to build more effective and efficient incident management functions.

About the job

Trust & 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 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'll be working across various teams within Trust and Safety (T&S), Public Policy, Engineering, Legal, Communications, and PR to resolve standard escalations. From time to time, you will lead highly sensitive, high priority incidents that pose a high level of risk to Google and our users, 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 & 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 diverse 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

• Perform on call responsibilities on a rotating basis, including weekend coverage. Collaborate with cross-functional teams across Legal, Comms, PR, T&S, Engineering, and Public Policy to resolve escalations.
• Monitor incoming escalation channels, respond within agreed-upon SLA, triage to the correct teams in T&S, follow up to ensure closure, and escalate to the appropriate leadership in case of high priority, sensitive escalations.
• Lead cross-functional response to particularly sensitive, high priority escalations, including sending executive communications, leading meetings with senior stakeholders, driving towards decision making across teams (e.g., Legal, Engineering, Communications, etc.), and centralizing information from different sources.
• Be able to program 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.