Escalations Analyst, Search and Generative AI Full-time

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 4 years of experience in project and process management in the technology industry, or a related field.
• Experience working with analytical tools or data analysis (e.g., SQL, Business Intelligence/dashboards).

Preferred qualifications:

• Experience in content policy, anti-abuse, or customer support operations and in data analysis/coding (e.g., Python).
• Knowledge of international and geopolitical events and how they may impact a global company.
• Ability to work through ambiguity, grow in a rapidly changing environment, and to function well in high-pressure situations.
• Excellent communication skills, with the ability to work successfully in cross-functional teams (e.g., with stakeholders and executives).
• Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.

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.

The Search and Generative AI team within Trust and Safety keep users safe and improve the quality of Google’s Search and Generative AI products. As part of this team, you will develop and manage cross-functional relationships with Operations, Engineering, Product, and Legal teams in a multifaceted effort to improve our processes for identifying and resolving policy and quality issues on Search and Generative AI. You will be responsible to analyze market trends, set forward-looking strategy, and implement scaled solutions to solve user safety and quality issues, to ensure a high-quality user experience across Search and Generative AI products.

This role works with sensitive content or situations and may be exposed to graphic, controversial, and/or upsetting topics or content.

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

• Perform on-call responsibilities on a rotating basis, including weekend coverage, and make consistent policy decisions and implement timely fixes, often under pressure.
• Ensure trust and reputation not only for Search and Generative AI, but also for Google as a broader brand and company, by fighting abuse and badness on a wide range of features.
• Analyze data on past escalations to drive process, product, and policy improvements, and manage policy escalations processes across Search, News, Assistant, and Generative AI.
• Analyze market trends, set forward-looking strategy, and implement scaled solutions to solve user safety and quality issues, to ensure a high-quality user experience.