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Social Support Lead, Trust and Safety Compute

Google
Kirkland, USA
Lead · 7+ years experience
Onsite
USD 141000-205000 / year
Discovered 4 days ago

Full Job Posting

Responsibilities

  • Lead operationalization of community channels, managing technical configurations, and architecting analytics infrastructure to transform social data into visual intelligence for cross-functional reporting.
  • Manage monitoring workflows to resolve developer issues and proactively identify reputational risks across platforms, even where official handles are not mentioned.
  • Drive the adoption of automation and AI tools through cross-functional partnerships to enhance response capacity and solve critical developer pain points.
  • Coordinate vendor teams by providing SME guidance and quality audits while mentoring agents on empathetic, human-centered response strategies.
  • Perform on-call responsibilities on a rotating basis, including weekend coverage/holidays.

Minimum qualifications:

  • Bachelor's degree or equivalent practical experience.
  • 7 years of experience in operations, Trust & Safety, policy, program management or related fields.
  • 3 years of experience in social media monitoring/support, incident management, policy, crisis communications, or business strategy.
  • 3 years of experience overseeing vendor-led operational workflows and driving process improvements with an AI first approach.

Preferred qualifications:

  • Experience managing corporate crisis level events with potential legal or regulatory implications.
  • Experience managing high-pressure stakeholders and coordinating responses across Legal, PR, and Engineering functions.
  • Experience with data visualization and social management tools.
  • Ability to evaluate unprecedented situations and generate new methods for resolution.
  • Excellent communication and stakeholder management skills, with the ability to influence senior leadership under pressure.
  • Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.

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