Head of Developer Policy Support, Trust and Safety

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 13 years of experience in Trust and Safety, Operations, or Service Management.
• 2 years of experience leading teams or people management.

Preferred qualifications:

• Master's or PhD in a relevant field or equivalent practical experience.
• 15 years of experience in Technology, Product Policy, Trust and Safety or related fields.
• Experience leading and mentoring teams, in a developer support or customer success environment.
• Experience working with policy teams.
• Ability and passion to provide excellent customer service and building relationships with developers.
• Excellent problem-solving skills with attention to detail in a fluid environment.

Trust and 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 the Head of Developer Policy Support within Developer Experience (DevEx), you will lead our policy support function. You will work with product and business stakeholders to define best practices and scalable support solutions. You will also monitor operational metrics. You will provide outstanding support to Play developers facing Play policy compliance issues, enabling them to successfully launch their apps on the Play Store. You will motivate industry-leading developer satisfaction while ensuring your team's progress aligns with organizational goals and key results.

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.

The US base salary range for this full-time position is $198,000-$282,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

• Manage developer support function, providing guidance and coaching in establishing and running developer policy support within Trust and Safety (T&S).
• Oversee the timely resolution of policy issues reported by developers, including comprehension of policies and specific actions needed for apps to be compliant with Google Play policies.
• Work with product management, engineering, and account teams to advocate for developer needs, provide feedback on product improvements, and ensure a seamless customer experience.
• Evaluate and support processes, tools, and workflows to enhance efficiency and customer satisfaction. Track and analyze key performance indicators (KPIs) to measure the effectiveness of the developer support function and identify areas for improvement.
• Manage high priority escalations that occur outside of standard non work hours including weekends/holidays.