Operations Support Lead, Trust and Safety Compute

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Trust and Safety Compute emphasizes user experience, advocates for developer success through consistency and trust, and ensures the highest standards of safety across different form factors.

The Design For Excellence (DFX) team, operating within the Trust and Safety Compute, is dedicated to establishing trust and minimizing friction for key developers in the ecosystem, while simultaneously mitigating potential user harm. Partnering with cross-functional teams, we facilitate user adoption by resolving fundamental publishing delays, decreasing dependency on manual reviews, and eliminating unpredictable rejection cycles that impede scalability and adversely affect both user and developer satisfaction. Our objective is to provide a seamless publishing experience for all developers integrating new form factors.

As an Operations Support Lead, you will use your strong operational experience, including managing operations within a team, to drive efficiency and effectiveness. You will participate in the incubation and scaling of new processes while maintaining a focus on quality for our operations team. You will collaborate with internal cross-functional partners to contribute to process improvements based on operational insights.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $141000 - $206000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Lead the operations team, delivering on agreed SLA outcomes and leveraging data insights for business decisions.
• Establish delivery excellence and robust Business Continuity Planning (BCP) plans.
• Drive key projects with tight timelines in partnership with cross-functional teams.
• Partner with Engineering teams on automation projects, fostering collaboration for internal consults and process ownership.
• Own performance delivery for front-line review teams, drive proactive actions, and provide robust Root Cause Analysis (RCAs) for performance misses.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 7 years of experience in operations, trust and safety, policy, program management, or related fields.
• 3 years of experience working with or managing vendors.

Preferred qualifications:

• Experience in trust and safety or developer relations and customer support.
• Experience working on complex executive escalations and remediations.
• Experience working with globally distributed teams.
• Experience with analytics.
• Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.
• Excellent communication skills to effectively convey strategic perspectives to executive management.

In accordance with Washington state law, we are highlighting our comprehensive benefits package, which is available to all eligible US based employees. Benefits for this role include:

• Health, dental, vision, life, disability insurance
• Retirement Benefits: 401(k) with company match
• Paid Time Off: 20 days of vacation per year, accruing at a rate of 6.15 hours per pay period for the first five years of employment
• Sick Time: 40 hours/year (increased to 69 hours/year for Seattle) including 5 discretionary sick days per instance
• Maternity Leave (Short-Term Disability + Baby Bonding): 28-30 weeks
• Baby Bonding Leave: 18 weeks
• Holidays: 13 paid days per year