Integrated Comms Manager, YouTube GTMO
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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; London, UK.Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 7 years of experience in a relevant field such as escalation management, crisis communications, crisis PR, or brand management in environments such as government or tech sectors.
Preferred qualifications:
- Experience developing, executing, and measuring impact of external communications strategy and brand identity, preferably for a large brand, with a strong editorial point of view for brand voice and tone.
- 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 work and communicate successfully in cross-functional teams, including executive stakeholders, and influence the momentum of incident response across multiple teams.
About the job
The Scaled Comms and 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. 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.
At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we 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.
Responsibilities
- Support the Comms Strategy and Incubation Lead in implementing internal and external communication strategies regarding sensitive user interactions, public engagement, operational updates for leadership.
- Deploy a variety of communications, including internal updates for executive leaders, external guidelines, standardized templates for escalation management.
- Ensure adoption of consistent tone, voice, and strategy across all communication channels, including social media, direct outreach, agent support, video content.
- Serve as the primary owner for tone and voice standards across SCE, the Consumer Support Organization, and the Creator Success Organization. Manage the evolution of communication standards for a unified YouTube voice, translating high-level brand identity into actionable guidelines for a set of communications channels.
- Partner directly with cross-funtional partners and SCE Escalation Managers to develop communications for urgent escalations, ensuring these locked-down messages are scaled throughout the organization and comms channels.
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