Escalation Specialist, Social Communications and Escalations, YouTube

Google

San Bruno, CA

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JOB DETAILS

SKILLS

Adobe Acrobat, Consumer Branding, Continuous Improvement, Copy Writing, Crisis Management, Cross-Functional, Ecosystems, English Language, Entertainment and Media, Equal Employment Opportunity (EEO), Establish Priorities, Genetics, Identify Issues, Incident Management, Incident Response, Mentoring, Negotiation Skills, On Call, Operational Improvement, Problem Solving Skills, Process Improvement, Product Engineering, Product Safety, Public/Media/Press/Analyst Relations, Recruiting/Staffing Agency, Regulatory Requirements, Risk Management, Root Cause Analysis, Security Monitoring, Service Level Agreement (SLA), Stock Purchase Plans, Strategic Planning, Time Management, User Interface/Experience (UI/UX), Writing Skills, YouTube

LOCATION

San Bruno, CA

POSTED

11 days ago

Escalation Specialist, Social Communications and Escalations, YouTube _corporate_fare_ YouTube _place_ Los Angeles, CA, USA; San Bruno, CA, USA **Mid** Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area. _info_outline_ X 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 a relevant field such as escalation management, crisis response, risk mitigation. **Preferred qualifications:** + Experience in crisis response or escalation management; excels at copywriting, incident management, and strategic negotiation under timely, strict deadlines. + Understands the urgency of customer impact, and the ability to influence momentum of incident response across multiple teams. + Proven ability to work successfully in cross-functional teams, including with senior stakeholders and executives. + Ability to work in on-call rotations and over weekends. + Ability to keep up with a fast moving environment via effective prioritization and time management; excels at adapting to evolving business priorities and thrives in ambiguity. + Fluency in English is required, any other language is an advantage. **About the job** The Scaled Comms & Escalations (SCE) organization provides support to all YouTube users – viewers, paid users and subscribers, and creators, artists and media companies globally, through a variety of scaled support platforms across Social, Help Center, Product Forum, and YouTube Help Channels. Simultaneously, we protect brand reputation and user safety through direct outreach and expert escalation management for sensitive and security-related issues. As an Escalation Manager, you will be a critical member of our Escalations team, enabling 24x7 coverage for YouTube’s highest priority brand reputation and user safety issues requiring time-sensitive de-escalation. In this role, you will handle and investigate complex platform issues and support scenarios that trigger high-pressure public or security escalations. 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. Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US: $136000 - $197000 (USD) + 15% bonus target + equity + benefits Learn more aboutbenefits at Google (https://www.google.com/about/careers/applications/benefits/) . **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. + Own sensitive, high-consequence escalations by investigating and developing bespoke communication strategies to mitigate security and brand risks and own post-incident reviews and author comprehensive Root-Cause Analysis documents to identify systemic issues. + Triage and respond to incidents efficiently, 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. + Be a subject matter expert on YouTube, Creator, and Industry social media conversations, contributing valuable insights to weekly internal reports. Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google'sApplicant and Candidate Privacy Policy (./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 alsoGoogle's EEO Policy (https://www.google.com/about/careers/applications/eeo/) ,Know your rights: workplace discrimination is illegal (https://careers.google.com/jobs/dist/legal/EEOC\_KnowYourRights\_10\_20.pdf) ,Belonging at Google (https://about.google/belonging/) , andHow we hire (https://careers.google.com/how-we-hire/) . If you have a need that requires accommodation, please let us know by completing ourAccommodations for Applicants form (https://goo.gl/forms/aBt6Pu71i1kzpLHe2) . 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. Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right. 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 https://careers.google.com/eeo/ and https://careers.google.com/jobs/dist/legal/OFCCP_EEO_Post.pdf If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form: https://goo.gl/forms/aBt6Pu71i1kzpLHe2.

About the Company

Google

Build for everyone

Since our founding in 1998, Google has grown by leaps and bounds. Starting from two computer science students in a university dorm room, we now have thousands of employees and offices around the world. These Googlers build products that help create opportunities for everyone, whether down the street or across the globe.

It starts with how we work together. We’re building a company where people of different views, backgrounds and experiences can do their best work and show up for one another. A place where every Googler feels like they belong.

So whether you develop new technology or creative campaigns, craft beautiful products or breakthrough partnerships, your work here is a chance to accomplish things that matter. Bring your insight, imagination, and healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.

Benefits

We strive to provide Googlers and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits are based on data, and centered around our users: Googlers and their families. They’re thoughtfully designed to enhance your health and wellbeing, and generous enough to make it easy for you to take good care of yourself (now, and in the future). So we can build for everyone, together.

Learn more about Google’s benefits on this site featuring Googlers’ experience.

How we Hire

Google’s hiring process is an important part of our culture. Googlers care deeply about their teams and the people who make them up. In order to build for everyone, we know that we need a wide range of perspectives and experiences, and a fair hiring process is the first step in getting there.

Learn more about our hiring process.

COMPANY SIZE

10,000 employees or more

INDUSTRY

Computer Software

EMPLOYEE BENEFITS

Paid Sick Days, Performance Bonus, Professional Development, 401K, Stock Options, Employee Events, Retirement / Pension Plans, Tuition Reimbursement, Work From Home, Life Insurance, On Site Cafeteria

FOUNDED

1998

WEBSITE

https://goo.gle/4dbno6V