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.
ADDITIONAL JOB DESCRIPTION
As a Social Escalation Communications Manager, you will join a global team enabling 24x7 scaled communications and escalation coverage. You will publish timely communications across social media platforms, community forums, and YouTube channels. You will craft the best possible external message to our highest visibility users. You’ll work across several teams, including PR, Marketing, Trust and Safety, Legal, Product and Engineering to resolve public support issues and escalation incidents.
In this role, you will manage sensitive priority incidents involving real-time problem solving, managing executive stakeholders, and driving decision making with minimal supervision. In addition to core escalation coverage responsibilities, you will drive continuous improvement of social communications, engagement strategies, and internal escalation protocols, such as improving the reactive communications experience for an assigned product area, or developing preventative solutions to mitigate future escalations and high-profile events.
Qualifications
JOB RESPONSIBILITIES
- Monitor and respond to critical escalations from social media platforms, working closely with Legal, PR, Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues promptly.
- Enable our Social and Community Vendor operation by providing guidance, developing new processes to address emerging online conversation trends, and managing consults from agents.
- Collaborate proactively with cross-functional teams to align on communication strategies and stay ahead of escalation trends.
- Be the subject matter expert on trending YouTube topics related to social media conversations, contributing valuable insights to weekly internal reports.
- Participate in an on-call rotation, acting as an Incident Manager during weekends and select holidays, and ensure proper staffing and coverage planning throughout the year.
MINIMUM QUALIFICATIONS
- Bachelor's degree or equivalent practical experience.
- 4 years of experience in journalism, public relations, internal or executive communications, or a related field.
- 1 year of experience working in crisis response, escalation management, or copywriting.
PREFERRED QUALIFICATIONS
- Experience managing external communications on public platforms and social media with a strong editorial point of view for the YouTube brand.
- Ability to analyze data, identify trends and present key findings to improve future programs.
- Ability to act as a working incident manager in on-call rotations, over weekends, and adapt to rapidly changing priorities in the YouTube ecosystem.
- Ability to communicate in Malay, Indonesian, Hindi, Tamil, Korean, or Japanese to support escalations in these markets.
- Excellent stakeholder management and communication skills, with the ability to work in cross-functional teams and with executive stakeholders.
