Escalation Specialist, Social Communications and Escalations, YouTube
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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: Los Angeles, CA, USA; San Bruno, CA, USA.Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 7 years of experience in an escalation management role related to journalism, public relations, internal or executive communications.
Preferred qualifications:
- Experience managing external communications across media types with a focus on public platforms and social media.
- Experience in crisis response or escalation management, including copywriting and incident management under timely, strict deadlines.
- Experience with strategic negotiations, risk communication, public speaking.
- Experience in law enforcement or emergency management.
- Familiarity with the urgency of customer impact, and the ability to influence momentum of incident response across multiple teams.
- Ability to analyze data, identify trends and present key findings to improve future programs and strategies.
About the job
YouTube’s Scaled Communications 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
- Manage critical social alerts and escalations, working closely with PR, Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues.
- 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.
- Own sensitive, high-consequence escalations by investigating and developing bespoke communication strategies to mitigate security and brand risks.
- Own the development of end-to-end external communications, crafting messages, pitches, and story angles for social media and other channels.
- Triage and respond to incidents efficiently, adhering to Service Level Agreements (SLAs) for sending external social communications and internal executive communications.
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