About the job
As a Rapid Response Director, you are a critical player for protecting YouTube from badness. You are responsible for delivering high quality policy enforcement support on the most sensitive escalations from external sources (news outlets, regulatory bodies, customers) and internal escalations (from cross-functional partners, executives). You lead our operations on policy enforcement and are comfortable delivering decisions and recommendations under timelines to executives. You will manage the San Bruno based team and work with other regional Rapid Response Directors to ensure an effective global operation. Additionally, this role is responsible for leading YouTube’s global Code of Conduct process which reviews creators causing undue harm to YouTube’s ecosystem. You also oversee the Market Responsibility Specialist function, the team who brings expert regional insights to help improve how YouTube enforces our policies.
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 15 years of experience in internet services, process improvement, or customer support.
- Experience leading teams and coaching team members. Experience working in a crisis response environment.
- Ability to work non-standard working hours including weekends and holidays on rotation.
Preferred qualifications:
- Experience leading a crisis response function.
- Experience in content policy or anti-abuse operations.
- Experience delivering excellent customer experience against core metrics, as well as process improvement.
- Experience working in a fast-paced and constantly evolving environment. Calm under pressure.
- Strong business judgment, strategic and analytical capabilities, including using data to drive strategy and business action.
- Outstanding influencing and executive communication skills; ability to build strong relationships with cross-functional partners.
Responsibilities
- Lead Market Responsibility and Rapid Response teams. Ensure operational processes, tools, and team cohesion across regions are working exceptionally well. Understand the organization’s tooling needs and effectively prioritize and communicate them to partner teams.
- Lead, grow, and motivate the San Bruno Rapid Response team to handle complex customer, press, regulators, and executive escalations.
- Lead the global Code of Conduct process to ensure cross-functional review of high profile creators who may have created harm to YouTube’s ecosystem and gain executive approval.
- Manage the Americas Incident Commander function for high profile escalations that require cross-functional coordination across many teams. Play the role of Incident Commander, where needed.
- Deliver operational performance across all escalation paths and team members, ensuring that escalations are triaged, tracked, investigated and resolved. Ensure team coverage plans during off hours (weekends).
