Escalations Analyst, Search and Generative AI

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 working with investigative tools or data analysis (e.g., SQL, Business Intelligence/dashboards).

Preferred qualifications:

• Experience in content policy, anti-abuse, or customer support operations and in data analysis/coding (e.g., Python).
• Knowledge of international and geopolitical events and how they may impact a global company.
• Ability to work through ambiguity and grow in a fluid environment.
• Ability to work with sensitive content or situations and will be exposed to graphic, controversial, or upsetting topics or content.
• Excellent problem-solving skills, with attention to detail in a fluid environment.
• Ability to work in cross-functional teams with stakeholders and executives along with excellent communication skills.

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.

In this role, in the Search and Generative AI Escalations team, 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 for Search and Generative AI, and Google as a broader brand and company. You are a leader who possesses the ability to work globally and cross-functionally with multiple internal stakeholders through relationship building, influencing and communication. You will be understanding issues touching hundreds of millions of Google’s users and support decisions with data. You will need to use the technical knowledge in your day-to-day work. You will be advocating where you can have a meaningful impact.

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 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. Make consistent policy decisions and implement timely fixes.
• Ensure trust and reputation not only for Search and Generative AI, but also for Google as a broader brand and company, by fighting abuse and badness on a wide range of features.
• Analyze data on past escalations to drive process, product, and policy improvements, and manage policy escalations processes across Search, News, Assistant and Generative AI.
• Analyze market trends, set forward-looking strategy, and implement scaled solutions to solve user safety and quality issues. Ensure a high-quality user experience across Search and Generative AI products.
• Develop and manage cross-functional relationships with Engineering, Product, Legal and Operations teams in a multifaceted effort to improve our processes for identifying and resolving policy and quality issues.