Social and Escalations Manager, Scaled Communications and Escalations YouTube

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 2 years of experience in journalism, public relations, internal or executive communications, or a related field.

Preferred qualifications:

• Experience in managing critical social alerts and escalations, working closely with PR, Trust and Safety, Product, and Engineering teams to craft external communications and resolve complex issues.
• Ability to own sensitive, high-consequence escalations by investigating and developing bespoke communication strategies to mitigate security and brand risks, while managing the development of end-to-end external messages, pitches, and story angles.
• Ability to drive continuous improvement by identifying key opportunities for enhancing the user experience, external communications, and internal escalation protocols to ensure operational excellence.

About the job

As a member of the Global Communications & Public Affairs team, you will work cross-functionally to help communicate with journalists and other thought leaders; devise specific communications materials and campaigns; engage in face-to-face meetings with commentators and other opinion formers; and develop print and web-based material supporting these campaigns. We're looking for great communicators who can understand complex issues and explain them in person and also via well written, simple blog posts, FAQs, video scripts and more.

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 Specialist, you will be a critical member of our Scaled Communications and Escalations team, enabling 24x7 rapid response for our most time-sensitive escalations. You will act as a subject matter expert, responsible for crafting impactful public-facing communications and managing a wide range of escalations from social media channels. You will report to the global escalation manager and collaborate extensively with cross-functional teams to mitigate brand risk and ensure swift and effective resolution of user and creator issues.

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 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.

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 Specialist, you will be a critical member of our Scaled Communications and Escalations team, enabling 24x7 rapid response for our most time-sensitive escalations. You will act as a subject matter expert, responsible for crafting impactful public-facing communications and managing a wide range of escalations from social media channels. You will report to the global escalation manager and collaborate extensively with cross-functional teams to mitigate brand risk and ensure swift and effective resolution of user and creator issues.

Responsibilities

• Manage critical social alerts and escalations, working closely with Public Relation (PR), Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues.
• 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 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.
• Drive continuous improvement by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols. Be a subject matter expert on YouTube, creator, and industry social media conversations, contributing valuable insights to weekly internal reports.