Escalation Specialist, Social Communications and Escalations, YouTube

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 about benefits at Google.

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.

Qualifications

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.

Additional Information

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.