About this role
The Director, EMEA YouTube Trust and Safety is a critical role in protecting YouTube from badness. You are responsible to deliver high quality policy enforcement support on the most sensitive policy escalations, from external sources (news outlets, regulatory bodies, customers) as well as internal escalations. You lead our front line operations on cutting-edge policy issues and are comfortable delivering decisions/recommendations under tight time pressure to senior executives. You will directly manage the EMEA based Escalations team and oversee the Market Responsibility Specialist function in EMEA, the team who brings expert regional insights to help improve how YouTube enforces our policies.
You will be responsible for managing complex and evolving incidents from end to end. The role involves sensitive escalation management and working closely with senior stakeholders across the business to ensure alignment in applying policy principles and addressing brand risk. The role will require working cross-functionally across Policy Development, Policy Verticals, Scaled Abuse, Monetization, Product, and Global Scaled Operations to operationalize, enforce, and communicate policy enforcement decisions that keep users safe and minimize brand risk to the platform. The role requires thinking through the unique challenges of a broad array of policy areas (Child Safety, Violent Extremism, Hate/Harassment, Harmful/Dangerous, Misinformation, Adult) while developing workflows that are consistent and resilient. This role will review graphic, controversial, and sometimes offensive video content in line with YouTube’s community guidelines.
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.
Individual pay is determined by factors including job-related skills, experience, and relevant education or training.
Ireland: €236000 - €241000 (EUR) + 30% bonus target + equity + benefits
Learn more about benefits at Google (https://www.google.com/about/careers/applications/benefits/).
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 15 years of experience in internet services, process improvement, or customer support.
- 3 years of experience in managing, coaching, and developing a team.
- Experience working in a crisis response environment.
- Ability to work non-standard workweeks including “on-call” on weekends on a rotational basis.
Preferred qualifications:
- Experience working in or leading a crisis response function.
- Experience delivering customer experience against core metrics, as well as process improvement.
- Experience working in a fast-paced and constantly evolving environment and ability to remain calm under pressure.
- Experience or demonstrated interest in content policy or anti-abuse operations.
- Outstanding influencing and executive communication skills and ability to build strong relationships with cross-functional partners.
- Strong business judgment, strategic and analytical capabilities, including using data to drive strategy and business action.
- Manage, grow, and motivate the EMEA Escalations and Market Responsibility Specialist (MRS) teams to resolve complex customer, press, regulator, and executive escalations. Share escalations trends with enforcement managers to optimize policy guidelines.
- Act as regional Incident Commander for high-profile crises, coordinating cross-functionally across YouTube and Google. Work on-call weekends rotationally to review controversial content.
- Drive the regional code of conduct process globally to swiftly evaluate high-profile creators causing ecosystem harm.
- Maintain quality and service levels across all triage, investigation, and resolution paths. Establish weekend coverage plans.
- Represent YouTube Trust & Safety within EMEA Google leadership and serve as the Dublin office Site Lead.