Social Communications and Escalations Manager, YouTube Operations

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 2 years of experience in journalism, public relations, internal or executive communications, or a related field.

Preferred qualifications:

• Experience managing external communications on social media; strong editorial point of view for the YouTube brand voice and tone.
• Experience in crisis response or escalation management, excels at copywriting and driving resolution under timely, strict deadlines.
• Experience writing executive level communications and interfacing with director-level and above stakeholders.
• Expertise in Social Analytics tools (e.g., Brandwatch, Sprinklr, Netbase, Meltwater) and writing boolean logic.
• Understanding of the urgency of customer impact, with the ability to influence momentum of incident response across multiple teams.
• Deep knowledge of YouTube products, policies, support, creators, and online trends, and avid user of social media.

YouTube's user base is growing and changing, presenting unique challenges and opportunities to support over a billion monthly users globally. Fast-paced, dynamic, and proactive, the YouTube Support team provides seamless, brilliant support to our content creators, advertisers, and viewers on all platforms around the world. Our goal is to ensure users have easy access to comprehensive support when and where they need it, and to allow our users’ voices to help shape product solutions.

As a member of the Support team, you'll analyze top issues facing our users and content creators, work with cross-functional teams to resolve them, and help manage support operations. Whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide stellar support, you'll drive reach, satisfaction, and resolution — making YouTube an exceptional user experience for everyone.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.

• Manage critical social alerts and escalations, working closely with PR, Trust & Safety, Product, and Engineering teams to craft external communications and resolve issues.
• Triage and handle a wide range of escalations, including platform outages, technical issues, creator support requests, high-profile social media complaints, and executive concerns.
• 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.
• Participate in an on-call weekend rotation, independently operating as an Incident Manager during select weekends and holidays (up to ~10 weekends per year) to manage P0 incidents and send Exec social alerts.