Incident Manager, Trust & Safety - USDS

You will be instrumental in designing and operationalizing our response to emergency escalations, promptly detecting and removing content related to various online risks and harms. Your role involves collaborating with internal and external partners, to ensure user safety in time-critical situations. You'll also contribute to post-mortem and root cause analyses, enhancing our strategies to mitigate the recurrence of similar incidents.

This team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that our Incident Managers interact with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

It is possible that this role will be exposed to harmful content on a daily basis.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

This position will be full-time and will be based in our Los Angeles, CA or San Jose, CA locations and will entail a Tuesday through Saturday, or Sunday through Thursday work week. It also requires participation in a 24/7 on-call schedule, which will include holiday support.

Responsibilities:
USDS Incident Management
- Support the formal establishment of the USDS Incident Management Program within USDS Escalation Response Program in the US, UK, and Australia. This will require the training curriculum and workflows concerning safety, data disclosure, and escalation management.
- Collaborate with leaders of other functions to integrate incident management processes and ensure cross-functional synergy, including alignment with local leadership and the Child Safety Team and Emergency Response Team. Coordinate with internal and external partners, to ensure user safety in high-priority escalations.
- Triage and contain high-priority escalations for the USDS Trust and Safety organization, proactively identifying and evaluating emerging risks and threats. Execute instant decision-making while analyzing a variety of factors that include imminence of danger, sensitivities, and graphic content.
- Develop and execute investigative strategies for tackling escalations, driving action items, holding partners accountable, and communicating updates in real-time.
- Review content/accounts and make enforcement decisions based on USDS policies; conduct content/account reviews for purposes of query validation.
- Lead and manage high-priority escalations, ensuring compliance with U.S. user privacy regulations and protocols, such as USDS data-sharing requirements. Handle sensitive information in compliance with Terms of Service, applicable laws, and regulations, and internal SOPs while protecting user privacy.
- Conduct proactive sweeps and investigations to understand emerging trends and ultimately mitigate harms before they cause escalations.

Data Analysis
- Analyze quantitative and qualitative data to generate analytic judgments and products
- Utilize data plus internal tools and systems to help Trust & Safety teams analyze trends, identify patterns, and share insights; transform data sets and quantitative and qualitative analysis into compelling visuals
- Share data and insights that illuminate policy gaps and grey areas, all with the intention of improving policy to enable clear, scalable enforcement

Process & Tooling Improvements
- Identify tooling discrepancies, provide recommendations for improvements, and liaise with engineering and product teams to implement solutions; enhance team's work through recommendations for optimizing tooling

Qualifications

Minimum Qualifications:
- Bachelor's degree or equivalent experience in a related field.
- Over 4 years of relevant experience in incident management, trust and safety, or investigative roles.
- Excellent decision-making skills under pressure, with the ability to prioritize and act swiftly.
- Exceptional communication skills, both written and verbal, with the ability to articulate complex issues clearly and concisely.
- Proven ability to thrive in fast-paced, ambiguous environments, prioritize work, and make grounded decisions in high-pressure situations
- Experience in reviewing or being exposed to sensitive content that violate our community guidelines, which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.
- Demonstrated ability to lead cross-functional teams and drive collaboration across regions.

Preferred Qualifications:
- High level of integrity and discretion when handling sensitive information.
- Technical aptitude for learning complex tools or systems required for daily operations.
- Incident management experience on a global team
- Specialized experience in handling Child Sexual Exploitation and Abuse (CSEA) cases.
- Ability to pull and analyze data independently for informed decision-making.
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $88000 - $142222 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.