Minimum qualifications:

• Bachelor's degree or equivalent practical experience.

• 15 years of experience in internet services, process improvement, or customer support.

• 3 years of experience in managing, coaching, and developing a team with experience working in a crisis response environment.

• Experience working in a crisis response environment.

• Ability to work non-standard workweeks including on-call on weekends on a rotational basis.

Preferred qualifications:

• Experience delivering customer experience against core metrics and process improvement.

• Experience working in a fast-paced and constantly evolving environment.

• Experience or demonstrated interest in content policy or anti-abuse operations.

• Ability to build relationships with cross-functional partners.

• Excellent business judgment, strategic and analytical capabilities, and ability to use data to drive strategy and business action.

• Outstanding influencing and executive communication skills.

As Director, you will be responsible for delivering high quality policy enforcement support on the most sensitive policy escalations, from external sources (e.g., news outlets, regulatory bodies, customers) as well as internal escalations. You will lead our operations on policy issues and are comfortable delivering decisions/recommendations under tight time pressure to senior executives. You will directly manage the APAC based Escalations team and oversee the Market Responsibility Specialist function in APAC, the team who brings expert regional insights to help improve how YouTube enforces our policies.

In this role, you will be responsible for managing complex and evolving incidents. You will utilize sensitive escalation management and work closely with executive stakeholders across the business to ensure alignment in applying policy principles and addressing brand risk. You will work cross-functionally across Policy Development, Policy Verticals, Scaled Abuse, Monetization, Product, and Global Scaled Operations to operationalize, enforce, and communicate policy enforcement decisions that keep users safe and minimize brand risk to the platform. You will think through the unique challenges of a broad array of policy areas (i.e., Child Safety, Violent Extremism, Hate/Harassment, Harmful/Dangerous, Misinformation, Adult) while developing workflows that are consistent and resilient.

This role will review graphic, controversial, and sometimes offensive video content in line with YouTube’s Community Guidelines.

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.

• Lead regional code of conduct process globally, ensuring high profile creators who may have created harm to YouTube’s ecosystem are reviewed via the cross-functional team.

• Lead, grow, and motivate APAC Escalations team to manage complex customer, press, regulators, and executive escalations. Lead APAC Market Responsibility Specialist team.

• Act as Incident Commander for high profile escalations that require cross-functional coordination across teams at YouTube and Google. Deliver operational performance across all escalations paths and team members and ensure team coverage plans during off hours.

• Ensure loop is closed on escalations and share observed insights with policy enforcement managers.

• Review controversial and offensive video content in line with YouTube’s Community Guidelines, and re present the YouTube Trust and Safety organization within the APAC Google leadership group acting as the Site Lead for Singapore office.

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 https://careers.google.com/eeo/ and https://careers.google.com/jobs/dist/legal/OFCCPEEOPost.pdf If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form: https://goo.gl/forms/aBt6Pu71i1kzpLHe2.