info_outline
X 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.
This role may also be located in our Playa Vista, CA campus.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following:
San Bruno, CA, USA; Los Angeles, CA, USA.
Minimum qualifications: - 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.
Preferred qualifications: - Understanding the customer impact, and the ability to influence momentum of incident response across multiple teams.
- Ability to keep up with a fast moving environment via effective prioritization and time management; 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 a demonstrated ability to manage incidents under strict deadlines.
- Ability to communicate in English fluently in order to interact with stakeholders.
About the jobYouTube's Scaled Comms 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.
Individual pay is determined by factors including job-related skills, experience, and relevant education or training.
US: $111000 - $159000 (USD) 15% bonus target equity benefits
Learn more about benefits at Google .
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.
