Escalation Specialist, Social Communications and Escalations, YouTube

As an Escalation Communications Manager, you will be a critical member of our Scaled Communications and Escalations team, enabling 24x7 coverage for YouTube’s highest priority issues requiring time-sensitive de-escalation. You will use your communications and YouTube expertise to craft the best possible external messaging to our highest visibility users, across a range of formats (YouTube comments, emails, DMs, etc.). You will have a direct line to YouTube executives to share insights and watch-outs for YouTube’s highest priority issues, and will incident manage YouTube’s most sensitive incidents, which will involve real-time problem solving, managing executive stakeholders, coordinating across a wide range of cross-functional partners, and driving decision making with minimal supervision. You will drive continuous improvement across our operation to ensure we are able to execute at the speed, scale, and precision required to continue raising the bar to achieve the best possible support experience across the YouTube ecosystem.