About the role

As an Escalation Analyst on the Search team, you will protect Google and its users by addressing abuse on a wide range of Search features. You ensure trust and reputation not only for Search, but also for Google as a broader brand and company. You will work globally and cross-functionally with multiple internal stakeholders through relationship building, influencing, and communication.

Responsibilities

  • Perform on-call responsibilities on a rotating basis, including weekend coverage, make consistent policy decisions and implement timely fixes, often under pressure.
  • Ensure trust and reputation not only for Search but also for Google as a broader brand and company, by fighting abuse and badness on a wide range of Search features.
  • Analyze data on past escalations to drive the process, product, and policy improvements, and manage policy escalations processes across Search, News, and Assistant.
  • Analyze market trends, set forward-looking strategies, and implement scaled solutions to solve user safety and quality issues, to ensure a high-quality user experience across Search 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 on Search.

Candidate requirements

Minimum qualifications:

  • Bachelor’s degree or equivalent practical experience.
  • 2 years of experience in project and process management in the technology industry or a related field.
  • Experience working with analytical tools and/or data analysis (e.g., SQL, Business Intelligence/dashboards, MapReduce).
  • Ability to work nonstandard working hours/work on a rotating basis, including on weekends.

Preferred qualifications:

  • Experience in content policy, anti-abuse, or customer support operations and in coding (e.g. Python)/statistical analysis (e.g. R).
  • Knowledge of international and geopolitical events and how they may impact a global company.
  • Ability to work through ambiguity, thrive in a rapidly changing environment, and function well in high-pressure situations.
  • Ability to review sensitive content as it relates to escalation management.
  • Excellent communication skills, with the ability to work successfully in cross-functional teams (e.g., with stakeholders and executives).
Job Overview
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