Grievance Office Trust and Safety
Google Mumbai, Maharashtra, India
About the
job
Due to the current
health crisis related to COVID-19 and the escalating visa/travel restrictions
in place, we're currently unable to extend offers to anyone who cannot work
from India due to lockdown visa/travel restrictions, or other restrictive
measures until further notice. Consequently, we will be prioritizing candidates
who can start in this location by set date as expected. We're keeping the
situation under review and would adjust our position should the restrictive
measures be removed later on.
Note: By applying to this position you will have an opportunity to share your
preferred working location for this position from the following: Gurugram,
Haryana, India; Hyderabad, Telangana, India; Bengaluru, Karnataka, India;
Mumbai, Maharashtra, India
Minimum qualifications:
·
Bachelor’s degree of Law or related field, or
equivalent practical experience.
·
5 years of experience in an equivalent role of
advising or handling and responding to user complaints and grievances.
Preferred
qualifications:
·
Experience of working on customer disputes product
advisory assignments and handling litigation in India with In-house experience
with a multi-national company.
·
Knowledge of Google products and the broader
technology industry.
·
Excellent analytical, advisory, negotiation, and
drafting skills. Effective written and verbal communication skills. Exceptional
interpersonal and leadership skills.
·
Well-organized and able to manage numerous projects
simultaneously under deadline pressure.
About The Job
Trust & Safety team members are tasked with
identifying and taking on the biggest problems that challenge the safety and
integrity of our products. They use technical know-how, excellent
problem-solving skills, user insights, and proactive communication to protect
users and our partners from abuse across Google products like Search, Maps,
Gmail, and Google Ads. On this team, you're a big-picture thinker and strategic
team-player with a passion for doing what’s right. You work globally and
cross-functionally with Google engineers and product managers to identify and
fight abuse and fraud cases at Google speed - with urgency. And you take pride
in knowing that every day you are working hard to promote trust in Google and
ensuring the highest levels of user safety.
As a Grievance Officer, you will be part of the team responsible for proving
compliance with existing and emerging content regulations. We balance
regulatory requirements with the dynamic needs of our users and the values of
our company. In this role, you will be on the front line of our technical
capability development and maturation. You will be responsible for designing,
building, implementing, and maintaining the systems, tools, data, and processes
that will deliver defensible risk and compliance at Google scale. To be
effective in this role, you will be adept at creative thinking, solving new
problems, and agile execution at fast speed. You will design systematic
solutions to complex problems, analyze data trends, and communicate
recommendations to executives and help drive scalable processes.
At Google we work hard to earn our users’ trust every day. Trust & Safety
is Google’s team of abuse fighting and user trust experts working daily to make
the internet a safer place. We partner with teams across Google to deliver bold
solutions in abuse areas such as malware, spam and account hijacking. A diverse
team of Analysts, Policy Specialists, Engineers, and Program Managers, we work
to reduce risk and fight abuse across all of Google’s products, protecting our
users, advertisers, and publishers across the globe in over 40 languages.
Responsibilities
·
Work on user complaints, coordinating with
different functions and ensuring resolution is provided to the user within
pre-defined timelines.
·
Advise internal teams on certain matters pertaining
to user complaints.
·
Ensure adherence to relevant internal policies and
processes, driving process improvement, including identifying communication and
process gaps, and addressing them to optimize user experience.
·
Advise cross-functional teams including legal and
Trust and Safety with regard to potential legal risks in India. Ensure
compliance with applicable laws across all aspects of Google’s operations in
region.
·
Assist the internal teams in responding to and
managing regulatory inquiries relevant to user complaints and grievances.
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 this form .
Industry
- Information Services
- Internet
Employment Type
Full-time
Job Functions
- Administrative
