Social Escalation Communications Manager, YouTube - Singapore

Product area

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.

Job description

As a member of the Global Communications & Public Affairs editorial team, you will write and edit content that is true to the Google voice, in its many forms. You will work closely with Google executives and their teams to write and edit speeches, op-eds and blog posts that span the entire company--including product areas, regions, corporate news and the fun stuff in between! We're looking for great communicators who can understand complex issues and explain them simply. You will also have the opportunity to come up with new ideas for content, uncover engaging stories and flex your creativity wherever needed.

Additional job description

In this role, 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. You will report to the global escalation manager and collaborate extensively with cross-functional teams to mitigate brand risk and ensure swift and effective resolution of user and creator issues.

Qualifications

Job responsibilities

• Manage critical social alerts and escalations, working closely with Public Relations (PR), Trust and Safety, Product, and Engineering teams to craft external communications and resolve complex issues.
• Own sensitive, high-consequence escalations by investigating and developing bespoke communication strategies to mitigate security and brand risks, while managing the development of end-to-end external messages, pitches, and story angles.
• Triage and respond to incidents efficiently, adhering to Service Level Agreements (SLAs) for external social and internal Executive communications, and participate in an on-call weekend rotation as an incident manager for P0 incidents.
• Drive continuous improvement by identifying key opportunities for enhancing the user experience, external communications, and internal escalation protocols to ensure operational excellence.
• Serve as a subject matter expert on YouTube, creator, and industry social media conversations, contributing valuable insights and data to weekly internal reports.

Minimum qualifications

• Bachelor's degree or equivalent practical experience.
  
• 2 years of experience in journalism, public relations, internal or executive communications, or a related field.
  

Preferred qualifications

• Understanding of editorial and creative content development, storytelling techniques, and external communications trends and best practices.
• Excellent written and verbal communication skills.