Global Escalation Manager, YouTube Scaled Communications and Escalations

About the Role: Global Escalation Manager, YouTube Scaled Communications and Escalations at Google

As a Global Escalation Manager, you will leverage your deep knowledge of editorial strategy to lead and influence a hybrid team dedicated to resolving sensitive escalations. This role involves managing a team responsible for both public-facing social media communications and private direct-to-user outreach. Your responsibilities will include defining team goals, managing project scopes, and prioritizing escalation management efforts. Your leadership will be pivotal in integrating team activities and deliverables, safeguarding brand reputation, and ensuring user safety remains paramount.

Minimum Qualifications

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in escalation management related to journalism, public relations, internal or executive communications, or a related field.
• 3 years of experience in a people management, supervision, or team leadership role.

Preferred Qualifications

• Experience managing external communications, including social media, with a strong editorial viewpoint on brand voice and tone.
• Proven experience in writing executive-level communications and interacting with director-level and above stakeholders.
• Demonstrated ability to work effectively in cross-functional teams, including with stakeholders and executives, and to influence incident response momentum across multiple teams.
• Exceptional written and verbal communication skills.

About YouTube

At YouTube, we believe in empowering every voice and fostering a better world through shared stories and community building. We strive to provide everyone with the tools to share their unique narrative, explore their passions, and connect with others. Operating at the forefront of technology and creativity, we move with cultural trends, united by the goal of showcasing the world to our users. We embrace new ideas, solve complex problems, and enjoy the journey together.

Responsibilities

• Drive successful outcomes for the team's editorial and content communications, ensuring the delivery, writing, and editing of high-impact responses for both public (social media) and private (direct outreach) escalations.
• Recruit, train, and mentor a highly skilled hybrid team of escalation specialists, developing expertise in crisis communication for social media and sensitive one-on-one de-escalation strategies.
• Identify and address gaps in editorial and content deliverables, providing proactive solutions to mitigate future risks across social channels and direct user outreach.
• Guide the team through high-priority incidents, shaping the content strategy for public-facing social media responses and direct user de-escalation.
• Be available to work non-standard, on-call rotation weekend and holiday hours.

Key skills/competency

• Escalation Management
• Crisis Communication
• Editorial Strategy
• Social Media Management
• Public Relations
• Team Leadership
• Executive Communications
• Brand Reputation Management
• Content Strategy
• Stakeholder Management