Incident Manager, Messages Spam and Abuse, Trust and Safety - Google

About the job

Trust and Safety team members are tasked with identifying and taking on the biggest problems that challenge the safety and integrity of our products. They use technical know-how, excellent problem-solving skills, user insights, and proactive communication to protect users and our partners from abuse across Google products like Search, Maps, Gmail, and Google Ads. On this team, you're a big-picture thinker and strategic team-player with a passion for doing what’s right. You work globally and cross-functionally with Google engineers and product managers to identify and fight abuse and fraud cases at Google speed - with urgency. And you take pride in knowing that every day you are working hard to promote trust in Google and ensuring the highest levels of user safety.

Trust and Safety team members are motivated to find solutions, and use technical know-how, user insights and proactive communication to pursue the highest possible quality and safety standards for users across Google products. Trust Response team responds to all incidents, manages them appropriately and provides data to support Trust and Safety executives to make the right selection.

At Google we work hard to earn our users’ trust every day. Trust & Safety is Google’s team of abuse fighting and user trust experts working daily to make the internet a safer place. We partner with teams across Google to deliver bold solutions in abuse areas such as malware, spam and account hijacking. A diverse team of Analysts, Policy Specialists, Engineers, and Program Managers, we work to reduce risk and fight abuse across all of Google’s products, protecting our users, advertisers, and publishers across the globe in over 40 languages.

The US base salary range for this full-time position is $108,000-$158,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Collaborate with cross-functional teams across Legal, Communications, Public Relations, Trust and Safety, Engineering and Public Policy to resolve escalations.
• Lead cross-functional response to particularly sensitive, high priority escalations, including sending executive communications, leading meetings with executive stakeholders, motivating towards selection making across teams (e.g., Legal, Engineering, Communications, etc.), and centralizing information from different sources.
• Perform responsibilities on a rotation basis, including weekend coverage. Manage implementation of incident management standards and protocols across Trust and Safety escalation teams.
• Manage or assist in conducting postmortems and incident reviews to capture lessons-learned and needed improvements to existing policy or enforcement processes.
• Manage multiple projects of moderate to high scope. Work cross-functionally to ensure coordination and alignment on objectives and results.