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.
As an Escalation Communications Manager, you will be a critical member of our Scaled Communications and Escalations team, enabling 24x7 coverage for YouTube’s highest priority issues requiring time-sensitive de-escalation. You will use your communications and YouTube expertise to craft the best possible external messaging to our highest visibility users, across a range of formats (YouTube comments, emails, DMs, etc.). You will have a direct line to YouTube executives to share insights and watch-outs for YouTube’s highest priority issues, and will incident manage YouTube’s most sensitive incidents, which will involve real-time problem solving, managing executive stakeholders, coordinating across a wide range of cross-functional partners, and driving decision making with minimal supervision. You will drive continuous improvement across our operation to ensure we are able to execute at the speed, scale, and precision required to continue raising the bar to achieve the best possible support experience across the YouTube ecosystem.
The US base salary range for this full-time position is $136,000-$197,000 + 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
- 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.
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.
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.
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.