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.
- 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.
- 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.
- 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).