Escalation Specialist, Social Communications and Escalations, YouTube

Google•Los Angeles, CA

2d•Remote

About The Position

YouTube’s Scaled Communications and Escalation team works 24/7 at the forefront of YouTube’s engagement, managing both public conversations and sensitive user interactions. We are the brand's voice on social and community channels, actively shaping public discourse, fostering community growth, and scaling support. Simultaneously, we protect brand reputation and user safety through direct outreach and expert escalation management for sensitive and security-related issues. As an Escalation Communications Manager, you will be a critical member of our Scaled Communications and Escalations team, enabling 24x7 coverage for YouTube’s highest priority issues requiring time-sensitive de-escalation. You will use your communications and YouTube expertise to craft the best possible external messaging to our highest visibility users, across a range of formats (YouTube comments, emails, DMs, etc.). You will have a direct line to YouTube executives to share insights and watch-outs for YouTube’s highest priority issues, and will incident manage YouTube’s most sensitive incidents, which will involve real-time problem solving, managing executive stakeholders, coordinating across a wide range of cross-functional partners, and driving decision making with minimal supervision. You will drive continuous improvement across our operation to ensure we are able to execute at the speed, scale, and precision required to continue raising the bar to achieve the best possible support experience across the YouTube ecosystem.

Requirements

Bachelor's degree or equivalent practical experience.
7 years of experience in an escalation management role related to journalism, public relations, internal or executive communications.

Nice To Haves

Experience managing external communications across media types with a focus on public platforms and social media.
Experience in crisis response or escalation management, including copywriting and incident management under timely, strict deadlines.
Experience with strategic negotiations, risk communication, public speaking.
Experience in law enforcement or emergency management.
Familiarity with the urgency of customer impact, and the ability to influence momentum of incident response across multiple teams.
Ability to analyze data, identify trends and present key findings to improve future programs and strategies.

Responsibilities

Manage critical social alerts and escalations, working closely with PR, Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues.
Participate in an on-call weekend rotation, independently operating as an Incident Manager during select weekends and holidays to manage P0 incidents and send executive social alerts.
Own sensitive, high-consequence escalations by investigating and developing bespoke communication strategies to mitigate security and brand risks.
Own the development of end-to-end external communications, crafting messages, pitches, and story angles for social media and other channels.
Triage and respond to incidents efficiently, adhering to Service Level Agreements (SLAs) for sending external social communications and internal executive communications.