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Outreach Operations Specialist, YouTube (Portuguese)

YouTubeLos Angeles, CA, USA; San Bruno, CA, USA
This role may also be located in our Playa Vista, CA campus.Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Los Angeles, CA, USA; San Bruno, CA, USA.

Minimum qualifications:

  • Bachelor's degree or equivalent practical experience.
  • 5 years of experience in operations or business management, and vendor management.
  • 5 years of experience using analytics or applying project management tools for business issues.
  • Ability to communicate in Portuguese fluently to support external local users in South America, and with internal partners in Brazil and Mexico.

Preferred qualifications:

  • Certification in Project Management (e.g., PMP, Six Sigma, etc.).
  • Experience in cost, quality, and relationship management with excellent investigative and problem solving skills.
  • Experience in risk and change management.
  • Ability to build stakeholder relationships in a changing environment.
  • Ability to communicate in Spanish fluently to support external local users in South America, and with internal partners in Brazil and Mexico.

About the job

The YouTube Outreach Operations team is a global YouTube team that mitigates harm through incident command of creator escalations. The team specializes in investigating partner issues that require careful internal coordination and direct communication with partners.

In this role, you will be responsible for handling escalations, engaging with creators and users via email and phone, and consulting with other partner-facing teams as a de-escalation expert. You will optimize incident operation workflows and manage the execution of new program features and workflows, including inter-dependencies and opportunity areas. You will build and leverage relationships across Google, YouTube, and several cross-functional teams, ensuring clear lines of communication and catering your content and delivery to multidirectional audiences. You will be working with security, Trust and Safety, social engagement teams, and other YouTube support teams to manage escalations in order to mitigate credible security and brand reputation risk to YouTube.

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.

The US base salary range for this full-time position is $108,000-$155,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

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

  • Own sensitive, high-consequence escalations by thoroughly investigating creator/consumer issues and developing bespoke communication strategies via email, social, and phone that mitigate security and brand risks to YouTube.
  • Develop deep connections with regional teams to support and consult in complex creator escalations. Identify workflow gaps to improve creator escalations that ensure full de-escalation in a timely manner.
  • Serve as a consultant to cross-functional stakeholders on product/policy changes, and own difficult conversations with internal stakeholders.
  • Operate as an Incident Manager on select weekends to own highly sensitive escalations requiring immediate support.

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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

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.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.
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