Social Communications and Escalations Manager, YouTube Operations
Job Summary
Job Description
- Manage social media escalations
- Craft external communications
- Resolve issues efficiently
- Adhere to SLAs
- Handle wide range of escalations
- Enable vendor operations
- Drive continuous improvements
- Subject matter expert on YouTube
- Experience managing external communications on social media
- Crisis response or escalation management experience
- Expertise in social analytics tools
- Knowledge of YouTube products and policies
4 skills required
Job Details
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 2 years of experience writing executive level communications and interfacing with Director-level and above stakeholders.
Preferred qualifications:
- Experience managing external communications, preferably on social media.
- Experience in crisis response or escalation management, with excellent copywriting skills and ability to drive resolution under timely, strict deadlines.
- Expertise in Social Analytics tools (e.g., Brandwatch, Sprinklr, Netbase, Meltwater) and writing boolean logic.
- Knowledge of YouTube products, policies, support, creators, and online trends, and avid user of social media.
- Understanding of the urgency of customer impact, and ability to influence momentum of incident response across multiple teams.
About the job
YouTube's user base is growing and changing, presenting unique challenges and opportunities to support over a billion monthly users globally. Fast-paced, dynamic, and proactive, the YouTube Support team provides seamless, brilliant support to our content creators, advertisers, and viewers on all platforms around the world. Our goal is to ensure users have easy access to comprehensive support when and where they need it, and to allow our users’ voices to help shape product solutions.
As a member of the Support team, you'll analyze top issues facing our users and content creators, work with cross-functional teams to resolve them, and help manage support operations. Whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide stellar support, you'll drive reach, satisfaction, and resolution — making YouTube an exceptional user experience for everyone.
This role will require acting as a working incident manager in on-call rotations, over weekends, and adapting to rapidly changing priorities in the YouTube ecosystem.
At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.
Responsibilities
- Manage critical social alerts and escalations, working closely with cross-functional 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. Handle a wide range of escalations, including platform outages, technical issues, creator support requests, high-profile social media complaints, and executive concerns.
- Enable our Social and Community vendor operation by providing urgent guidance to agents, developing workflows for timely and emerging social trends, and managing consults from agents.
- Drive continuous improvements by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols. Collaborate with cross-functional teams to align on communication strategies and stay ahead of escalation trends.
- Be a subject matter expert on YouTube, Creator, and industry social media conversations, contributing valuable insights to weekly internal reports.
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