PRODUCT AREA
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.
JOB DESCRIPTION
You'll be responsible for handling escalations, engaging with creators and users, and consulting with other partner-facing teams as a de-escalation expert. You will be an important part of the team's growth in the Asia Pacific (APAC) market, and leveraging regional expertise to identify vulnerabilities and support needs specific to local teams.
Qualifications
JOB RESPONSIBILITIES
- Own sensitive, high-consequence escalations by thoroughly investigating creator/consumer issues and developing bespoke communication strategies that mitigate security and brand risks to YouTube.
- Develop deep connections with regional teams to support and consult in complex creator escalations.
- Serve as a consultant to cross-functional stakeholders on product/policy changes. Own difficult conversations with internal stakeholders.
- Organize and implement cross-functional initiatives, ensuring alignment with broader Ops efforts. Identify workflow gaps to improve creator escalations that ensure full de-escalation in a timely manner.
- Independently operate as an Incident Manager on select weekends to own high-priority escalations requiring immediate support
MINIMUM QUALIFICATIONS
- Bachelor's degree or equivalent practical experience.
- 4 years of experience working in incident response management, risk mitigation, policy, trust & safety or customer support.
PREFERRED QUALIFICATIONS
- Business proficiency in any of the APAC regional languages (Hindi or Korean)
- Ability to communicate investigative findings and strategies to technical staff, executive leadership, legal counsel, and internal and external clients
- Ability to work in and keep up with a fast moving environment via effective prioritization and time management
- Experience with YouTube policies and support workflows. Ability to act as a working incident manager in on-call rotations, over weekends, and adapt to rapidly changing priorities in the YouTube ecosystem.
- Strong technical acumen and ability to quickly assimilate new information. Excellent time and project management skills.
