POLICY CONSULTATION OPERATIONS MANAGER, PLAY AND ANDROID ABUSE - SINGAPORE

GOOGLE ASIA PACIFIC PTE. LTD.

• Job Category
• Information Technology
• Job level
• Executive
• Contract type
• Permanent, Full Time
• Location
• Central
• Salary
• S$8000 - S$16000

Job Description

The area: Trust & Safety

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.

The role: Policy Consultation Operations Manager, Play and Android Abuse - Singapore

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.

Additional Role Description:

The Trust Response team protects the Google Play ecosystem by fighting spam, fraud, and abuse and protecting user privacy in the Google Play store’s application vertical. We ensure policy compliance for Google’s expanding base of developers, advertisers, publishers, and users.

As a Policy Consultation Operations Manager, you will be responsible for providing Google Play policies and processes guidance, designing and building systems to improve knowledge and coverage of these policies and processes, and partner with multiple cross-functional teams to improve resolution timelines and reduce occurrence of the issues handled. You will be comfortable analyzing and understanding complex, non-standard situations and providing solutions and recommendations. As part of this role, you’ll help test new processes, systems, and infrastructure to manage gray area and high priority requests, and have input into where we put our efforts next.

Responsibilities:

- Manage Google Play policies requests from across Trust and Safety and other areas providing policy guidance for high visibility escalations, gray area cases, inquiries that might require exceptional handling.

- Conduct trend analysis on past requests to understand any gaps in policy coverage and/or processes and help identify opportunities for improvement to reduce repeated requests/increase efficiencies.

- Create and refine processes, systems and tools, and help expand our support and awareness of emerging product and policy escalations/issues as these come our way; maintain and improve the policy consultation team’s coverage and knowledge of Google Play policies and processes.

- Lead deep-dive and root cause analyses to identify operational gaps and work with Process Excellence, Engineering, Product and Tools to optimize our workflows.

- Work occasional off-hours coverage to support an incident.

Minimum qualifications:

- Bachelor's degree or equivalent practical experience.

- 3 years of experience in operations management, contact center operations, or content moderation operations.

- 1 year of relevant work experience in policy enforcement, customer/developer support, or policy creation.

Preferred qualifications:

- Experience in data analysis, identifying trends and using insights to solve complex problems, and efficient execution of projects.

- Experience in content moderation, Developer Operations (DevOps), policy enforcement, or policy creation.

- Understanding of international and geopolitical events and how they may impact a global company and experience managing and building high-volume outsourced operations.

- Strong interpersonal and communication skills, with a proven ability to work successfully in cross-functional teams, including with senior stakeholders and executives.

- Proficiency in simplifying and presenting complex concepts to senior stakeholders.

- Ability to function well in high-pressure situations and smoothly take the lead if necessary.