Outreach Operations Specialist, YouTube
- linkCopy link
- emailEmail a friend
Minimum qualifications:
- Bachelor's degree, or equivalent practical experience.
- 5 years of experience in a customer or client-facing role.
- Experience working with incident response management, risk mitigation, escalation management, or policy enforcement.
- Experience in crisis/escalation management, policy communication.
Preferred qualifications:
- Experience with YouTube policies, with an ability to advocate for creator solutions that protect the YouTube ecosystem.
- Ability to communicate in English and an additional language (e.g., Arabic, German, Italian, Polish, Spanish, or Turkish) fluently as this is a customer-facing role that requires interaction with YouTube creators and users, over email and phone.
- Excellent written and verbal communication skills to engage with cross-functional stakeholders, executives, and external users, to translate policies into concise summaries.
- Excellent problem-solving, critical thinking skills, and meticulous attention to detail, including making time-critical decisions with incomplete information.
About the job
Outreach Operations is a global YouTube team that mitigates harm through incident command of sensitive creator escalations. The team specializes in 1:1 de-escalation of creators and consumers that may pose a significant security or brand risk to YouTube and its employees. The 24/7 team routinely works with cross-functional teams to address creator/consumer core issues that may be driving security/brand risk.
In this role, you will be responsible for handling urgent escalations, proactively engaging with creators and users via email and phone, and consulting with other partner-facing teams as a de-escalation expert. You will require highly adaptable team members who can navigate the high ambiguity resulting from the development of escalation processes, communication best practices, and engagement strategies.You will continuously optimize our incident operation workflows and manage the execution of new program features and workflows, including inter-dependencies and opportunity areas.
NOTE: This role requires availability to be on-call and separately operate as an Incident Manager on select weekends to own P0 escalations requiring immediate support.
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 connections with regional teams to support and consult in creator escalations.
- Serve as a consultant to cross-functional stakeholders on product/policy changes. Must be able to own difficult conversations with internal stakeholders.
- Organize and implement cross-functional initiatives, ensuring alignment with broader operations efforts. Identify workflow gaps to improve creator escalations that ensure full de-escalation in a timely manner.
Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google's Applicant and Candidate Privacy Policy.
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.