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Social Communications and Escalations Manager, YouTube Operations

YouTubeLos Angeles, CA, USA; San Bruno, CA, USA

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: Los Angeles, CA, USA; San Bruno, CA, USA.

Minimum qualifications:

  • Bachelor's degree or equivalent practical experience.
  • 4 years of experience in journalism, public relations, internal/executive communications, content strategy, or a related field.
  • Experience managing external communications, including public platforms and social media.
  • Experience in crisis response or escalation management.

Preferred qualifications:

  • Experience managing external communications, on social media with an editorial point of view for the YouTube brand tone.
  • Experience in crisis response or escalation management, copywriting and driving resolution.
  • Experience writing executive level communications and interfacing with Director-level and above stakeholders.
  • Ability to influence momentum of incident response across multiple teams.
  • Ability to act as a working incident manager in on-call rotations, over weekends, and adapt to rapidly-changing priorities.
  • Ability to communicate in English or Spanish, Portuguese, French, German, Arabic, Korean, Japanese, Bahasa, or Hindi fluently, as this is a customer-facing role that requires interactions with local stakeholders.

About the job

YouTube’s Social and Community team operates online, representing the brand on the front lines of the internet, helping to shape public conversation, build community, scale support, and protect brand reputation.

In this role, you will be a critical member of our global Social and Community team, enabling rapid response for our time sensitive escalations. You will be proactive and decisive individual capable of triaging alerts, managing complex escalations, and crafting impactful public communications on scaled communications channels (e.g. Social Media, Help Center, Help Communities, etc.). You will collaborate extensively with cross-functional teams, including PR, Trust and Safety, to ensure effective resolution of user and creator issues. You will draft and send Executive-level communications related to social incidents in partnership with these cross-functional teams. You will drive operational improvements by optimizing social voice, social engagement strategies, and internal escalation protocols.
The US base salary range for this full-time position is $110,000-$157,000 + 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

  • Enable our Social and Community Vendor operation by providing guidance to agents, developing workflows for timely and emerging social trends, and managing consults from agents.
  • Participate in an on-call weekend rotation, independently operating as an Incident Manager during select weekends and holidays to manage P0 incidents and send executive social alerts.
  • Manage critical social alerts and escalations, working closely with PR, Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues.
  • Triage and respond to incidents efficiently, adhering to SLAs for sending 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 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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