Social Communications and Escalation Manager
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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.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: New York, NY, USA; Los Angeles, CA, USA; San Bruno, CA, USA.Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a project management or management role.
- 4 years of experience working with incident response management, risk mitigation, customer support and social media communications.
- 4 years of experience in escalation management, executive communications, and making time-critical decisions with incomplete information.
Preferred qualifications:
- Experience working cross-functionally with PR, Marketing, Product and Legal teams.
- Experience designing and executing operational exercises.
- Experience in crisis response strategy and copywriting under timely, strict deadlines.
- Experience developing and delivering training content.
- Experience managing communications on public platforms, including social media.
- Ability to manage multiple projects simultaneously and effectively lead initiatives with various stakeholders.
About the job
As a Social Communications Manager for YouTube's Incident Management Office (IMO), lead training and exercise efforts, manage external communications for outages, advise on skills development and deliver clear, simplified technical updates for global audiences during high-pressure incidents.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.
Responsibilities
- Design and implement processes and training plans for YouTube Escalation workflows, including social escalations, known Issues, and after-hours coverage programs.
- Own and execute the Incident Management Office's training and testing program, tracking and driving operational outcomes across multiple priorities.
- Participate in team escalation rotations, managing critical social alerts and escalations while collaborating with PR, Trust and Safety, Product and Engineering teams to craft external communications and resolve issues.
- Triage and respond to incidents efficiently, adhering to Service Level Agreement (SLAs) for delivering external social communications and internal executive communications.
- Manage a wide range of escalations, including platform outages, technical issues, creator support requests, high-profile social media complaints and executive concerns.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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