Escalation Specialist, YouTube Social Communications

Escalation Specialist, YouTube Social Communications at Google

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 specialist, responsible for crafting impactful public-facing communications and managing a wide range of escalations from social media channels. Reporting to the Global Escalation Manager, you will 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 cutting-edge 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.

Minimum Qualifications

• Bachelor's degree or equivalent practical experience.
• 4 years of experience in escalation management related to social media communications, crisis response, risk mitigation.

Preferred Qualifications

• Experience in crisis response or escalation management and managing resolution under timely, strict deadlines.
• Experience managing external communications on social media.
• Excellent communication skills, with a proven ability to work successfully in cross-functional teams, including with executive stakeholders.
• Excellent problem-solving and critical thinking skills, with attention to detail in a fluid environment.

Responsibilities

• Manage critical social alerts and escalations, working closely with 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, crafting messages, pitches, and story angles for social media and other channels.
• Triage and respond to incidents efficiently, adhering to SLAs for sending external social communications and internal executive communications.
• Work non-standard, on-call rotation weekend and holiday hours.

Key Skills/Competency

• Escalation Management
• Social Media Communications
• Crisis Response
• Risk Mitigation
• External Communications
• Cross-functional Collaboration
• Problem-solving
• Critical Thinking
• Brand Risk Management
• Incident Triage