Escalation Specialist, Social Communications and Escalations, YouTube

Escalation Specialist, Social Communications and Escalations, YouTube Google Careers

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Escalation Specialist, Social Communications and Escalations, YouTube

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corporate_fareYouTubeplaceLos Angeles, CA, USA; San Bruno, CA, USA

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Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

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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.

• 7 years of experience in an escalation management role related to journalism, public relations, internal or executive communications.

Preferred qualifications:

• 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.

About the job

YouTubes Scaled Communications and Escalation team works 24/7 at the forefront of YouTubes 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 YouTubes 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 YouTubes highest priority issues, and will incident manage YouTubes 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.

The US base salary range for this full-time position is $136,000-$197,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. 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.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

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.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google"s Applicant and Candidate Privacy Policy.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google"s EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

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