Social Communications and Escalations Manager, YouTube Operations

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 4 years of experience in public relations, internal/executive communications, content strategy, or a related field.
• Experience managing external communications, including public platforms and social media.
• Experience in crisis response or escalation management.

Preferred qualifications:

• Experience managing external communications, preferably on social media with an editorial point of view for the YouTube brand voice and tone.
• Experience in crisis response or escalation management, excels at copywriting and driving resolution under timely, strict deadlines.
• Experience writing executive level communications and interfacing with Director-level and above stakeholders.
• Experience in Social Analytics tools (i.e. Brandwatch, Sprinklr, Netbase, Meltwater) and writing boolean logic.
• Understanding of editorial and creative content development, storytelling techniques, and external communications trends and best practices.
• Excellent written and verbal communication skills.

About the job:

In this role, you will be a critical member of our global Social and Community team, enabling 24x7 rapid response for our most time sensitive escalations. This role requires a proactive and decisive individual capable of triaging alerts, managing escalations, and crafting impactful public communications on scaled communications channels (e.g. Social Media, Help Center, Help Communities, etc). You will collaborate extensively with cross-functional teams, including PR, Trust and Safety, to ensure swift and effective resolution of user and creator issues. You will draft and send Executive-level communications related to social incidents in partnership with these cross-functional teams. You will proactively drive operational improvements by optimizing social voice, social engagement strategies, and internal escalation protocols.The US base salary range for this full-time position is $110,000-$157,000 + 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.

Responsibilities:

• Manage critical social alerts and escalations by working closely with PR, Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues, triaging and responding to incidents efficiently while adhering to SLAs for external and internal Executive communications, and managing platform outages, technical issues, creator support requests, high-profile social media complaints, and executive concerns.
• Participate in an on-call weekend rotation, operating as an Incident Manager during select weekends and holidays to manage P0 incidents and send executive social alerts.
• Enable Social and Community Vendor operation by providing urgent guidance to agents, developing workflows for timely and emerging social trends, and managing consults from agents.