Policy Escalation Specialist

Due to the current health crisis related to COVID-19 and the escalating visa/travel restrictions in place, we’re currently unable to extend offers to anyone who cannot work from Singapore due to lockdown visa/travel restrictions, or other restrictive measures until further notice. Consequently, we will be prioritizing candidates who can start in this location by set date as expected. We’re keeping the situation under review and would adjust our position should the restrictive measures be removed later on.

Minimum Qualifications

• • Bachelor’s degree or equivalent practical experience.
  • Experience in project and process management.
  • Ability to speak and write in English and Tagalog fluently and idiomatically.
  • Ability to work non-standard hours as required (e.g. weekends).

Preferred Qualifications

• • Experience in content policy and anti-abuse or customer support operations.
  • Experience with SQL and spreadsheet softwares and using data to drive strategy and business action.
  • Ability to work through ambiguity and thrive in a rapidly changing environment.
  • Ability to build relationships with cross-functional partners across geographies.
  • Strong analytical skills.

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 belong, 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 will deliver end-to-end 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. You will also help test new processes, systems, and infrastructure to manage escalations. In addition, you will find trends in data about incidents, understand the impact, and make improvements.

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 as part of a global team in the Trust and Safety organization, including graphic and controversial video content as required.
  • 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. Identify, articulate, and quantify impact of required tools changes to deliver on these opportunities, define the best plan and implement fast.
  • Partner with Policy, Engineering, Vendor Operations, and Analytics teams to define the best plan. Communicate effectively with English and Tagalog speaking clients.
  • Review and manage escalations from graphic and controversial video content in line with YouTube’s Community Guidelines.