Google
Social Communications and Escalations Manager, YouTube Operations
Google, San Bruno, California, United States, 94066
Social Communications and Escalations Manager, YouTube Operations
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This role may also be located in our Playa Vista, CA campus.
Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Los Angeles, CA, USA; San Bruno, CA, USA.
Minimum qualifications
Bachelor's degree or equivalent practical experience.
4 years of experience in journalism, public relations, internal/executive communications, content strategy, or a related field.
Experience managing external communications, including public platforms and social media.
Experience in crisis response or escalation management.
Preferred qualifications
Experience managing external communications, on social media with an editorial point of view for the YouTube brand tone.
Experience in crisis response or escalation management, copywriting and driving resolution.
Experience writing executive level communications and interfacing with Director-level and above stakeholders.
Ability to influence momentum of incident response across multiple teams.
Ability to act as a working incident manager in on-call rotations, over weekends, and adapt to rapidly-changing priorities.
Ability to communicate in English or Spanish, Portuguese, French, German, Arabic, Korean, Japanese, Bahasa, or Hindi fluently, as this is a customer-facing role that requires interactions with local stakeholders.
About The Job YouTube’s Social and Community team operates online, representing the brand on the front lines of the internet, helping to shape public conversation, build community, scale support, and protect brand reputation. In this role, you will be a critical member of our global Social and Community team, enabling rapid response for our time sensitive escalations. You will be proactive and decisive, triage alerts, manage complex escalations, and craft impactful public communications on scaled communication channels (e.g. Social Media, Help Center, Help Communities, etc.). You will collaborate extensively with cross-functional teams, including PR, Trust and Safety, to ensure effective resolution of user and creator issues. You will draft and send Executive-level communications related to social incidents in partnership with these cross-functional teams. You will drive operational improvements by optimizing social voice, social engagement strategies, and internal escalation protocols.
Responsibilities
Enable our Social and Community Vendor operation by providing guidance to agents, developing workflows for timely and emerging social trends, and managing consults from agents.
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.
Manage critical social alerts and escalations, working closely with PR, Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues.
Triage and respond to incidents efficiently, adhering to SLAs for sending external social communications and internal Executive communications.
Manage a wide range of escalations, including platform outages, technical issues, creator support requests, high-profile social media complaints, and executive concerns.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
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This role may also be located in our Playa Vista, CA campus.
Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Los Angeles, CA, USA; San Bruno, CA, USA.
Minimum qualifications
Bachelor's degree or equivalent practical experience.
4 years of experience in journalism, public relations, internal/executive communications, content strategy, or a related field.
Experience managing external communications, including public platforms and social media.
Experience in crisis response or escalation management.
Preferred qualifications
Experience managing external communications, on social media with an editorial point of view for the YouTube brand tone.
Experience in crisis response or escalation management, copywriting and driving resolution.
Experience writing executive level communications and interfacing with Director-level and above stakeholders.
Ability to influence momentum of incident response across multiple teams.
Ability to act as a working incident manager in on-call rotations, over weekends, and adapt to rapidly-changing priorities.
Ability to communicate in English or Spanish, Portuguese, French, German, Arabic, Korean, Japanese, Bahasa, or Hindi fluently, as this is a customer-facing role that requires interactions with local stakeholders.
About The Job YouTube’s Social and Community team operates online, representing the brand on the front lines of the internet, helping to shape public conversation, build community, scale support, and protect brand reputation. In this role, you will be a critical member of our global Social and Community team, enabling rapid response for our time sensitive escalations. You will be proactive and decisive, triage alerts, manage complex escalations, and craft impactful public communications on scaled communication channels (e.g. Social Media, Help Center, Help Communities, etc.). You will collaborate extensively with cross-functional teams, including PR, Trust and Safety, to ensure effective resolution of user and creator issues. You will draft and send Executive-level communications related to social incidents in partnership with these cross-functional teams. You will drive operational improvements by optimizing social voice, social engagement strategies, and internal escalation protocols.
Responsibilities
Enable our Social and Community Vendor operation by providing guidance to agents, developing workflows for timely and emerging social trends, and managing consults from agents.
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.
Manage critical social alerts and escalations, working closely with PR, Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues.
Triage and respond to incidents efficiently, adhering to SLAs for sending external social communications and internal Executive communications.
Manage a wide range of escalations, including platform outages, technical issues, creator support requests, high-profile social media complaints, and executive concerns.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
#J-18808-Ljbffr