Quality Lead, Scaled Operations, Trust and Safety

Please submit your resume in English - we can only consider applications submitted in this language.

Minimum qualifications:

• 3 years of program or project management experience

• 2 years of experience in process improvement (i.e. identifying issues in processes, providing user-focused improvements, navigating/influencing cross-functional teams)

• Experience with SQL

Preferred qualifications:

• Project Management Professional (PMP) certification
• Customer and vendor management experience, managing competing demands across program portfolios
• Excellent written and verbal communication skills

About the job

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 RCCAs (root cause and corrective action analyses). 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.

Responsibilities

• Own quality monitoring and reporting for an assigned portfolio of workflows
• Ensure consistency and scale in the Trust and Safety approach to quality
• Initiate, coordinate, and provide final approval of root-cause and corrective action exercises
• Visit vendor sites regularly and hold virtual or in-person shadowing sessions
• 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 Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.