Strategic Communications and Risk Manager

Google•Los Angeles, CA

4d•$111,000 - $159,000

About The Position

YouTube’s Scaled Comms and Escalation team works 24/7 at the forefront of YouTube’s engagement, managing public conversations and sensitive user interactions. The team represents the brand on social and community channels, shaping public discourse, fostering community growth, and scaling support. It also protects brand reputation and user safety through direct outreach and expert escalation management for sensitive and security-related issues. The role manages social alerts and escalations, leads sensitive incident response, and develops communications strategies to mitigate security and brand risks. It works across teams to resolve issues, meet communication deadlines, review incidents, identify systemic issues, and improve user experience and escalation protocols. Individual pay is determined by factors including job-related skills, experience, and relevant education or training. The listed US compensation is $111,000–$159,000, plus a 15% bonus target, equity, and benefits.

Requirements

Bachelor's degree or equivalent practical experience.
5 years of experience in a relevant field such as escalation management, crisis response, risk mitigation, or public (social) communications.

Nice To Haves

Understanding of customer impact and ability to influence incident-response momentum across multiple teams.
Ability to prioritize and manage time effectively in a fast-moving environment and adapt to evolving business priorities.
Ability to work in on-call rotations and over weekends.
Proven ability to work successfully in cross-functional teams, including with senior stakeholders and executives.
Proven track record in crisis response and escalation management, with strong copywriting skills and demonstrated ability to manage incidents under strict deadlines.
Fluent English communication skills to interact with stakeholders.

Responsibilities

Manage social alerts and escalations, working closely with PR, Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues.
Lead sensitive escalations by investigating and developing communication strategies to mitigate security and brand risks, completing post-incident reviews, and authoring Root-Cause Analysis documents to identify systemic issues.
Triage and respond to incidents, adhering to Service Level Agreements (SLAs) for sending external social communications and internal executive communications.
Drive continuous improvement by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols.
Act as a subject matter expert on YouTube, Creator, and Industry social media conversations.