Learning Designer, Global Escalation Management Operations

As a Learning Designer for Knowledge and Training within YouTube’s Scaled Communications and Escalations team, you will own the end-to-end strategy, design, and implementation of our internal knowledge base systems and operational training programs for our 24/7 Global Escalation Management Operation; this operation manages YouTube’s highest priority brand reputation and user safety issues requiring time-sensitive de-escalation. In this multifaceted role, you will ensure our global teams are equipped with a knowledge platform and intuitive and effective training programs to manage YouTube’s most sensitive escalations effectively.

By blending expertise in instructional design, knowledge management, and content strategy, you will personally design, write, and scale a user-centric, accurate, and impactful learning ecosystem, and use AI to supercharge your efficiency and uplevel your deliverables. You will translate technical and high-stakes risk mitigation workflows into easily digestible and thoughtfully designed knowledge articles and trainings, optimize content structure for knowledge absorption, and measure the direct impact of your initiatives on operational efficiency. Beyond traditional learning design, you will have a keen operational eye capable of analyzing, building, and refining the actual incident management workflows, routing logic, and standard operating procedures (SOPs) that power crisis response.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $136000 - $197000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Define the overall strategy, structure, and taxonomy of the social and community operations knowledge base (KB). Establish governance workflows and partner with tooling teams to optimize platform capabilities and user experience.
• Design, implement, and scale training programs for global workflows, including new hire onboarding, sensitive escalation processes, after-hours coverage, and high-stakes tabletop exercises.
• Pilot, integrate, and advocate the use of AI tools to accelerate the development life-cycle of KB articles and training modules.
• Partner with operational leads to map, build, and continuously optimize end-to-end incident response workflows and escalation paths for high-severity social and brand risk events.
• Partner with tooling teams to explore how AI/automation can improve KB search indexing, semantic routing, and real-time knowledge retrieval for frontline escalation managers.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in documentation and training management for support or operations teams, including authoring and developing learning content as an individual contributor.
• Experience utilizing Generative AI tools (LLMs, prompt engineering, AI-assisted video/asset generation) in documentation and training programs.
• Experience building or managing operational workflows in Trust and Safety, Brand Safety, Crisis Response, or Escalations.
• Experience managing standard operating Procedure documentation, content management systems, and training programs.

Preferred qualifications:

• Master's degree in Instructional Design, Library Science, Information Science, or a related field.
• Experience developing and delivering training on knowledge management best practices and tools.
• Experience in a changing, 24/7 operational environment.
• Knowledge of using data analytics to drive significant improvements in knowledge base effectiveness and user satisfaction.
• Familiarity with the YouTube ecosystem and social media platforms
• Excellent communication and team-work skills, with the ability to influence and collaborate with executive stakeholders and cross-functional teams.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: New York, NY, USA; 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.