Social Communications and Escalation Manager

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a project management or management role.
• 4 years of experience working with incident response management, risk mitigation, customer support and social media communications.
• 4 years of experience in escalation management, executive communications, and making time-critical decisions with incomplete information.

Preferred qualifications:

• Experience working cross-functionally with PR, Marketing, Product and Legal teams.
• Experience designing and executing operational exercises.
• Experience in crisis response strategy and copywriting under timely, strict deadlines.
• Experience developing and delivering training content.
• Experience managing communications on public platforms, including social media.
• Ability to manage multiple projects simultaneously and effectively lead initiatives with various stakeholders.

About the job:

As a Social Communications Manager for YouTube's Incident Management Office (IMO), lead training and exercise efforts, manage external communications for outages, advise on skills development and deliver clear, simplified technical updates for global audiences during high-pressure incidents.

The US base salary range for this full-time position is $108,000-$155,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. 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.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities:

• Design and implement processes and training plans for YouTube Escalation workflows, including social escalations, known issues, and after-hours coverage programs.
• Own and execute the Incident Management Office's training and testing program, tracking and driving operational outcomes across multiple priorities.
• Participate in team escalation rotations, managing critical social alerts and escalations while collaborating with PR, Trust and Safety, Product and Engineering teams to craft external communications and resolve issues.
• Triage and respond to incidents efficiently, adhering to Service Level Agreement (SLAs) for delivering external social communications and internal executive communications.
• Manage a wide range of escalations, including platform outages, technical issues, creator support requests, high-profile social media complaints and executive concerns.