Social Escalation Communications Manager, YouTube - Google
San Bruno, CA
About the Job
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 4 years of experience in journalism, public relations, internal or executive communications, or a related field.
- Experience managing external communications, including public platforms and social media.
- Experience in crisis response or escalation management.
Preferred qualifications:
- Knowledge of YouTube product and policy, YouTube creators and their communities, Internet culture, and an avid user of social media.
- Understanding of editorial and creative content development, storytelling techniques, and external communications trends and best practices.
- Ability to analyze data, identify trends and present key findings to improve future programs and strategies.
- Excellent written and verbal communication skills.
About the job
As a Social Escalation Communication Manager, you will join a global team enabling 24x7 scaled communication and escalation coverage. You will publish timely communications across social media platforms, community forums, and YouTube channels. You will work across several teams, including Public Relations (PR), Marketing, Trust and Safety, Legal, Product and Engineering to resolve public support issues and escalation incidents. You will manage sensitive priority incidents, which will involve real-time problem-solving, managing executive stakeholders, and driving decision making with minimal supervision. In addition to core escalation coverage responsibilities, you will also drive continuous improvement of social communications, engagement strategies, and internal escalation protocols, such as improving the reactive communication experience for an assigned product area, or developing preventative solutions to mitigate future escalations and high-profile events.
Responsibilities
- Manage 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 agent teams, developing new processes to address emerging online conversation trends, and managing consults from agents.
- Be a subject matter expert on trending YouTube topics and related social media conversations, contributing valuable insights to weekly internal reports.
- Collaborate proactively with cross-functional teams to align on communication strategies and stay ahead of escalation trends.
- Drive continuous improvement by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols.