Policy Consultation Manager, Google Play, Trust and Safety

Job details

Job type full-time

Full job description

Minimum qualifications:

Bachelor`s degree or equivalent practical experience.
8 years of experience in policy, operations, legal, or product.
Experience in operations management, contact center operations, or project management with data analysis experience.

Preferred qualifications:

Experience in the the gaming industry and defining/interpreting policy standards or resolving app gaming or developer related incidents with a scalable and consistent approach.
Experience/knowledge in data analysis, complex problem-solving, and efficient execution.
Understanding of international and geopolitical events and how they may impact a global company, and experience managing and building high-volume outsourced operations.
Ability to work effectively in high-pressure situations and smoothly take the lead if necessary.
Ability to work successfully in cross-functional teams, and with stakeholders and executives.
Excellent verbal and written communication skills.

About the job

The trust response team protects the google play ecosystem by fighting spam, fraud, abuse, and protecting user privacy in the google play store’s application verticalWe ensure policy compliance for google’s expanding base of developers, advertisers, publishers, and users.

As a policy consultation manager, you will be responsible for providing google play policies and process guidance, design, and build systems to improve knowledge and coverage of these policies and processesIn this role, you will partner with multiple cross-functional teams to improve resolution timelines, and reduce occurrence of the issues handledYou are comfortable analyzing and understanding complex, non-standard situations and providing solutions and recommendationsAs part of this role you’ll help test new processes, systems, infrastructures to manage grey area, high priority requests, and have input into where we put our efforts next.

Google play offers music, movies, books, apps and games for devices, powered by the cloudIt syncs across devices and on the webAs part of the android and mobile team, googlers working on google play do everything from engineering our backend systems, to shaping product strategy, to forming great content partnershipsThey make it possible for people to do things like buy an ebook or song on their android phone, then have it instantly available on their laptopThe google play team enhances the android ecosystem by giving developers and partners a premium store where they can reach millions of users.

Responsibilities

Manage google play policy requests from across trust and safety and other product areas, providing guidance for high visibility escalations, gray area cases, inquiries, and singular scenarios that might require exceptional handling.
Conduct trend analysis on past requests to understand any gaps in policy coverage and/or processes, and help identify opportunities for improvement to reduce repeated requests/increase efficiencies.
Create and refine processes, systems and tools, and help expand our support and awareness of emerging product and policy escalations/issues as these come our wayMaintain and improve the policy consultation team’s coverage and knowledge of google play policies and processes.
Lead deep-dive and root cause analyses to identify operational gaps and work with process excellence, engineering, product, and tools to optimize our workflows.
Provide occasional off-hours coverage to support an incident.

Google is proud to be an equal opportunity workplace and is an affirmative action employerWe 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 statusWe also consider qualified applicants regardless of criminal histories, consistent with legal requirementsSee also google`s eeo policy and eeo is the lawIf you have a disability or special need that requires accommodation, please let us know by completing our accommodations for applicants form.

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Posted 30+ days ago