Service Delivery Lead, GenAI, Trust and Safety - Google
New York, NY
About the Job
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 13 years of experience overseeing operations.
- Experience in people management.
Preferred qualifications:
- 15 years of experience overseeing operations, and 10 years of experience in team leadership, people management, cross-functional team leadership.
- Experience in operational management of production workflows, with ability to forecast, manage, design, troubleshoot, and repair individual operational processes and systems of related/linked operational processes.
- Experience in vendor management and/or managing extended workforce operations and strategic sourcing.
- Experience making business decisions, including identifying gaps or business needs, and innovating and scaling solutions.
- Experience with process improvement methodology (e.g. Six Sigma) and workforce management practices.
- Ability to handle multiple senior stakeholders, influencing strategy and execution at all levels.
About the job
Trust & 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.
In this role, you will be responsible for managing human review operations in support of GenAI and other emerging products. You will collaborate across teams to develop operating models and solutions to meet business needs while mitigating risk, improving insights, and realizing optimization opportunities.
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 $198,000-$282,000 + 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
- Lead a team responsible for the delivery of scaled human review operations; ensure achievement of business outcomes and goals across all dimensions - program, vendor, and/or site level as applicable. Manage performance inclusive of quality and applicable KPIs.
- Ensure operations and supplier performance adhere to Google policy/standards and contractual obligations.
- Develop and manage the extended workforce strategy in line with the GenAI roadmap.
- Manage the long-term health of the operations by identifying and preempting areas of risk or concern with suppliers, stakeholders, and business partners.
- Maintain strong relationships with suppliers and internal stakeholders. Serve as a key point of contact and escalation point.