Social Support Lead, Trust and Safety Compute

Google

Kirkland, WA

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JOB DETAILS

SKILLS

Adobe Acrobat, Analysis Skills, Android, Architectural Analysis, Artificial Intelligence (AI), Automation, Business Strategy, Community Support, Configuration Management, Cross-Functional, Data Visualization, Detail Oriented, Ecosystems, Employee Benefits, English Language, Equal Employment Opportunity (EEO), Establish Priorities, Genetics, Google Chrome Browser, Incident Management, Leadership, Legal, Management Consulting, Mentoring, Multiplatform/Cross-Platform, On Call, Problem Solving Skills, Process Improvement, Project/Program Management, Public/Media/Press/Analyst Relations, Recruiting/Staffing Agency, Regulations, Regulatory Requirements, Risk Analysis, Social Media, State Laws and Regulations, Stock Purchase Plans, Technical Leadership, User Interface/Experience (UI/UX)

LOCATION

Kirkland, WA

POSTED

28 days ago

Social Support Lead, Trust and Safety Compute _corporate_fare_ Google _place_ Kirkland, WA, USA; Austin, TX, USA **Mid** Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area. _info_outline_ XIn accordance with Washington state law, we are highlighting our comprehensive benefits package, which is available to all eligible US based employees. Benefits for this role include: + Health, dental, vision, life, disability insurance + Retirement Benefits: 401(k) with company match + Paid Time Off: 20 days of vacation per year, accruing at a rate of 6.15 hours per pay period for the first five years of employment + Sick Time: 40 hours/year (increased to 69 hours/year for Seattle) including 5 discretionary sick days per instance + Maternity Leave (Short-Term Disability + Baby Bonding): 28-30 weeks + Baby Bonding Leave: 18 weeks + Holidays: 13 paid days per year Note: By applying to this position you will have an opportunity to share your preferred working location from the following: **Kirkland, WA, USA; Austin, TX, USA** . **Minimum qualifications:** + Bachelor's degree or equivalent practical experience. + 7 years of experience in operations, Trust & Safety, policy, program management or related fields. + 3 years of experience in social media monitoring/support, incident management, policy, crisis communications, or business strategy. + 3 years of experience overseeing vendor-led operational workflows and driving process improvements with an AI first approach. **Preferred qualifications:** + Experience managing "corporate crisis" level events with potential legal or regulatory implications. + Experience managing high-pressure stakeholders and coordinating responses across Legal, PR, and Engineering functions. + Ability to evaluate unprecedented situations and generate new methods for resolution. + Exceptional communication and stakeholder management skills, with the ability to influence senior leadership under pressure. + Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment. + Proficiency in data visualization and social management tools. **About the job** We prioritize user experience, promote developer success through consistency and trust, and make the mobile experience the safest it can be across Play, Android & Chrome Web store. The Developer Support team, within Trust & Safety (T&S) Compute, aims to build trust and minimize friction with the most critical developers within the ecosystem, while also mitigating regional specific user harm. We do this through proactive management and consultation of developers' policy issues, ongoing outreach and education, identifying sensitive risk areas, and providing a positive publishing experience for our developers. As a Trust & Safety Analyst, you will drive the transition from a reactive to a proactive, multi-channel engagement model for our global developer and partner ecosystem. You will lead the operationalization of proactive support across external community platforms and forums, ensuring we meet our developers where they actively communicate. You will be responsible for scaling community support workflows and integrating qualitative feedback into the broader trust & safety strategy. Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US: $141000 - $206000 (USD) + 15% bonus target + bonus + equity + benefits Learn more aboutbenefits at Google (https://www.google.com/about/careers/applications/benefits/) . **Responsibilities** + Lead operationalization of community channels, managing technical configurations, and architecting analytics infrastructure to transform social data into visual intelligence for cross-functional reporting. + Manage monitoring workflows to resolve developer issues and proactively identify reputational risks across platforms, even where official handles are not mentioned. + Drive the adoption of automation and AI tools through cross-functional partnerships to enhance response capacity and solve critical developer pain points. + Coordinate vendor teams by providing SME guidance and quality audits while mentoring agents on empathetic, human-centered response strategies. + Perform on-call responsibilities on a rotating basis, including weekend coverage/holidays. Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google'sApplicant and Candidate Privacy Policy (./privacy-policy) . Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See alsoGoogle's EEO Policy (https://www.google.com/about/careers/applications/eeo/) ,Know your rights: workplace discrimination is illegal (https://careers.google.com/jobs/dist/legal/EEOC\_KnowYourRights\_10\_20.pdf) ,Belonging at Google (https://about.google/belonging/) , andHow we hire (https://careers.google.com/how-we-hire/) . If you have a need that requires accommodation, please let us know by completing ourAccommodations for Applicants form (https://goo.gl/forms/aBt6Pu71i1kzpLHe2) . Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting. To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes. Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right. Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also https://careers.google.com/eeo/ and https://careers.google.com/jobs/dist/legal/OFCCP_EEO_Post.pdf If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form: https://goo.gl/forms/aBt6Pu71i1kzpLHe2.

About the Company

Google

Build for everyone

Since our founding in 1998, Google has grown by leaps and bounds. Starting from two computer science students in a university dorm room, we now have thousands of employees and offices around the world. These Googlers build products that help create opportunities for everyone, whether down the street or across the globe.

It starts with how we work together. We’re building a company where people of different views, backgrounds and experiences can do their best work and show up for one another. A place where every Googler feels like they belong.

So whether you develop new technology or creative campaigns, craft beautiful products or breakthrough partnerships, your work here is a chance to accomplish things that matter. Bring your insight, imagination, and healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.

Benefits

We strive to provide Googlers and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits are based on data, and centered around our users: Googlers and their families. They’re thoughtfully designed to enhance your health and wellbeing, and generous enough to make it easy for you to take good care of yourself (now, and in the future). So we can build for everyone, together.

Learn more about Google’s benefits on this site featuring Googlers’ experience.

How we Hire

Google’s hiring process is an important part of our culture. Googlers care deeply about their teams and the people who make them up. In order to build for everyone, we know that we need a wide range of perspectives and experiences, and a fair hiring process is the first step in getting there.

Learn more about our hiring process.

COMPANY SIZE

10,000 employees or more

INDUSTRY

Other/Not Classified

EMPLOYEE BENEFITS

Paid Sick Days, Performance Bonus, Professional Development, 401K, Stock Options, Employee Events, Retirement / Pension Plans, Tuition Reimbursement, Work From Home, Life Insurance, On Site Cafeteria

FOUNDED

1998

WEBSITE

https://goo.gle/4dbno6V