Social Escalation Communications Manager, YouTube

corporate_fareYouTubeplaceSan Bruno, CA, USA; Los Angeles, CA, USA

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.
  
• Experience in crisis response or escalation management.
• Experience with social media interaction analysis.
  

Preferred qualifications:

• Experience in analyzing data, identifying trends, and presenting findings to improve future programs and strategies.
  
• Experience managing external communications on public platforms and social media.
  
• Knowledge of editorial and creative content development, storytelling techniques, and external communications trends and best practices.
• Knowledge of YouTube products and policy, YouTube creators, and their communities, Internet culture.
  
• Excellent written and verbal communication skills.

About the job

In this role, you will join a global team enabling 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. 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.

In this role, you will monitor and respond to critical escalations from social media platforms, working with Legal, PR, Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues. You will triage incidents efficiently and publish proactive communications across social media platforms, community forums, and YouTube channels, adhering to service level agreements.

The US base salary range for this full-time position is $85,500-$125,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. 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.

Responsibilities

• Manage a wide range of escalations, including platform outages, technical issues, creator support requests, social media complaints, and executive concerns.
• Enable social and community vendor operation by providing 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 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.