Program Manager, Trust and Safety

Google

  • Dublin
  • Permanent
  • Full-time
  • 18 days ago
Minimum qualifications:
  • Bachelor's degree or equivalent practical experience
  • Candidates will typically have 2 years of experience in program or project management
  • Typically 2 years of experience in process improvement (i.e., identifying issues in processes, providing user-focused improvements, navigating/influencing cross-functional teams)
  • Experience working with multiple datasets
Preferred qualifications:
  • Experience in Trust and Safety, content operations, or technology policies
  • Experience with translating complex technical requirements to business insights and communicating business insights
  • Experience with vendors or vendor management and SQL knowledge
  • Ability to communicate and influence senior leadership by creating insights from data and presenting clear recommendations
  • Excellent verbal and written communication and organization skills
  • Fluency in PMP, Six Sigma (Green or Black), Lean, and other quality tools
About the jobFast-paced, dynamic, and proactive, YouTube’s Trust & Safety team is dedicated to making YouTube a safe place for users, viewers, and content creators around the world to belong, create, and express themselves. Whether understanding and solving their online content concerns, navigating within global legal frameworks, or writing and enforcing worldwide policy, the Trust & Safety team is on the frontlines of enhancing the YouTube experience, building internet safety, and protecting free speech in our ever-evolving digital world.Trust and Safety's extended workforce of manual reviewers is the largest in the fraud, spam, abuse, and content moderation industry. Establish trusted and proven quality assurance standards for the work of our extended workforce is critical, as incorrect decisions made by manual reviewers can have significant implications on users and/or on machine learning models which consume the labels produced in the manual review process.As a team, we define how to measure the quality of manual reviews, build out monitoring tools and processes for the same, and ensure that emerging quality issues are detected in a timely manner. When quality issues surface, we initiate and facilitate Root Cause and Corrective Action Analyses (RCCAs). We represent Trust and Safety in front of cross-functional partners, to build transparency around- and trust in our quality management processes.As a member of our team, you will have the opportunity to influence the Trust and Safety approach to quality assurance. Your day-to-day work will be a fun and challenging combination of classical program management with a technical aspect to it, and owning the quality monitoring and assurance for a portfolio of workflows.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.Responsibilities
  • Ensure that Trust and Safety has the metrics and tools in place to proactively detect any quality-related issues.
  • Own quality monitoring and reporting for an assigned portfolio of workflows.
  • Develop sufficient product-level expertise to be able to effectively challenge existing workflow designs and propose changes to drive continuous improvement and/or mistake proofing.
  • Be able to program manage all quality-related initiatives including Root Cause and Corrective Action Exercises, ensuring consistency and scale in the Trust and Safety approach to quality, regular vendor site visits, and shadowing sessions (these can be virtual).
  • Represent Trust and Safety Quality in front of cross-functional partners, and gain and maintain their trust in how quality is being managed.
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 and If you have a disability or special need that requires accommodation, please let us know by completing our .

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