Global Escalation Manager, YouTube Scaled Comms and Escalations

About the Job

YouTube’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.

Responsibilities

• Identify gaps in editorial and content deliverables and provide recommended solutions to proactively mitigate future risks across both social channels and direct user outreach.
• Help the team navigate through the implications of high-priority incidents, guiding the content strategy for both public-facing social media responses and direct user de-escalation.
• Develop rich relationships and partner with critical internal stakeholders, including Trust and Safety, Legal, Product, Engineering, and PR, to align on content development work and ensure the integration of team activities.
• Establish, monitor, and report on key performance indicators (KPIs) for escalation resolution time, quality, and user satisfaction, driving data-driven improvements across your hybrid team.
• Provide succinct, accurate, and timely updates to executive leadership on critical escalations, content strategy, and operational performance.
  
  

Qualifications

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 10 years of experience in journalism, public relations, internal or executive communications, or a related field.
  
• 4 years of experience in a people management, supervision, or team leadership role.
  

Preferred qualifications:

• 10 years of experience in a relevant field such as escalation management, crisis response, risk mitigation, or social media communications.
• Experience in people management or demonstrated experience leading project teams.
• Experience managing external communications, preferably on social media, with a strong editorial point of view for brand voice and tone.
• Excellent written and verbal communication skills, with experience writing executive-level communications and interfacing with Director-level and above stakeholders.