About the job
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 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 Policy Escalation Specialist, you'll ensure that we deliver performance goals for sensitive and timely escalations of potentially questionable content. You will manage the response to these escalations globally and use a variety of tools, communications, and facilitation methods to ensure that issues are triaged and the right stakeholders are involved in resolution. As part of this role, you will also help test new processes, systems, and infrastructure to manage escalations, while also contributing input into where we put our efforts next. Additionally, you will dig into the data around incidents and search for trends, impact, and possible improvements.
In this role, you will be required to work on-call on weekends and holidays on a rotational basis.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
- Manage escalations, with a focus on the Indonesia market, as part of the APAC Headquarters team in the Trust and Safety organization.
- Review and manage escalations including graphic and controversial video content, in line with YouTube’s Community Guidelines.
- Ensure that all escalations are triaged, tracked, investigated, resolved and communicated accurately using internal tools and systems. Manage or assist in conducting reviews to capture lessons-learned and ensure regular follow-up for any items identified.
- Analyze, identify, prioritize, and deliver operational improvement opportunities.
- Partner with cross-functional teams to define the best plan for resolving escalations and implement fast.
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 4 years of experience in Trust and Safety, policy, cybersecurity, content policy/review, anti-abuse, data analytics or related fields.
- Ability to communicate in Bahasa Indonesia fluently in order to review content and manage escalations with content in these languages.
- Ability to work non-standard hours (including on-call rotations, evening and overnight hours), weekends, holidays, and shift-based schedules as required.
Preferred qualifications:
- Experience in driving operational efficiency and process management.
- Ability to work through ambiguity, solve problems, and thrive in a rapidly changing environment.
- Ability to use data to drive strategy and business action.
- Ability to build relationships with cross-functional partners across geographies.