Summary
Overview
Work History
Education
Skills
Websites
Interests
Contact
Timeline
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Jaya Israni

Jaya Israni

Emerging, Adversarial & Regulatory Operations Lead, EMEA
London

Summary

Trust & Safety manager leading vendor and program management functions at YouTube in London with 12 years experience at Google. Proven track record of setting up operations ground up for new product areas with extensive knowledge in implementing Data Annotation, Content Moderation, Customer Experience and Sales programs at scale.

Overview

14
14
years of professional experience
3
3
years of post-secondary education
3
3
Languages

Work History

Emerging, Adversarial & Regulatory Operations Lead

YouTube
07.2020 - Current
  • I lead a team of 10 Program Managers and XX TVCs in EMEA focused on enforcing policies at scale by enabling best-in-class Machine Learning & Enforcement Operations, including optimizing vendor and location strategy while mitigating risks for YouTube as a platform.
  • More recently, I have launched User Support Operations for 1P GenAI features on YouTube (eg: YouChat) including data labeling and enforcement for user feedback and adversarial testing.
  • I'm responsible for delivering high-quality policy enforcement working with a highly cross-functional global team of Policy, Product, Engineering, Tools, and Legal to prevent volatile content from appearing on the site.
  • I manage xxM in OpEx and drive xM in savings through applied AI automation, operational and tooling efficiencies while maintain highest quality standards.

Vendor Management Lead, Trust & Safety

YouTube
01.2018 - 06.2020
  • Built the regional Trust and Safety vendor operations team from the ground up, growing 6x since launch, and managed vendor performance against KPIs, which include, but are not limited to staffing, SLA adherence, quality, and other operational metrics as outlined in the Statement of Work.
  • Focused on long-term global operational strategy and support model, including outsourcing decisions, contract agreements, business continuity planning, vendor, and location selection.
  • Drove continuous improvement through effective feedback processes to address policy, product, and tooling challenges based on prioritized feedback from frontline staff.
  • Crisis response and escalation management in line with the established policies and procedures.

Global Program Manager, Google Ads and Google My Business, Customer Experience

Google
12.2013 - 12.2017
  • Launched the first-ever vendor team of over 80 marketing specialists as part of regional expansion for Google My Business and Google Ads through multi-channel support across more than 8 APAC markets (Indonesia, Vietnam, Thailand, Singapore, Malaysia, Hong Kong, Mainland China, Taiwan, and Korea).
  • Led business development efforts for emerging markets such as Pakistan, Sri Lanka, and Bangladesh through in-person and online workshops and webinars.
  • Successfully piloted and scaled new programs (e.g., Feet On Street activations for Google My Business), launched support channels, and drove process innovation, while driving product internationalization goals.

Associate Account Strategist, Google Ads, Customer Experience

Google
06.2011 - 11.2013
  • Provided troubleshooting and account optimisation support for advertisers in all english-speaking markets globally, through emails, phone and chats to maximize their ROI from digital spend.
  • Owned end-to-end operational responsibilities of staffing, workforce solutions planning based on forecasts, hiring, training and continuous quality improvement.
  • Analyzed customer service data to identify and address product issues, resulting in improved customer experience

Education

Bachelor of Commerce - Marketing Honour

St. Xavier's College
04.2008 - 04.2011

Skills

  • Machine Learning Operations
  • Trust & Safety
  • Regulatory Operations
  • Program Management
  • Leadership and Teamwork
  • Executive Communication
  • Strategy and Operations
  • Data Analytics
  • Risk, Compliance and Governance

Interests

AI Reading Groups, Fitness Enthusiast, Animal Welfare Activities, Amateur Photographer

Contact

  • London
  • +44 7553 613097
  • Isranijaya90@gmail.com

Timeline

Emerging, Adversarial & Regulatory Operations Lead

YouTube
07.2020 - Current

Vendor Management Lead, Trust & Safety

YouTube
01.2018 - 06.2020

Global Program Manager, Google Ads and Google My Business, Customer Experience

Google
12.2013 - 12.2017

Associate Account Strategist, Google Ads, Customer Experience

Google
06.2011 - 11.2013

Bachelor of Commerce - Marketing Honour

St. Xavier's College
04.2008 - 04.2011

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Jaya IsraniEmerging, Adversarial & Regulatory Operations Lead, EMEA