Escalation Specialist, Social Communications and Escalations, YouTube

Escalation Manager

The Scaled Comms & Escalations (SCE) organization provides support to all You Tube users – viewers, paid users and subscribers, and creators, artists and media companies globally, through a variety of scaled support platforms across Social, Help Center, Product Forum, and You Tube Help Channels. Simultaneously, we protect brand reputation and user safety through direct outreach and expert escalation management for sensitive and security-related issues.

As an Escalation Manager, you will be a critical member of our Escalations team, enabling 24x7 coverage for You Tube's highest priority brand reputation and user safety issues requiring time-sensitive de-escalation. In this role, you will handle and investigate complex platform issues and support scenarios that trigger high-pressure public or security escalations. You will have a direct line to You Tube executives to share insights and watch-outs for You Tube's highest priority issues, and will incident manage You Tube'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 You Tube ecosystem.

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 and own post-incident reviews and author comprehensive Root-Cause Analysis documents to identify systemic issues.
• Triage and respond to incidents efficiently, adhering to Service Level Agreements (SLAs) for sending external social communications and internal executive communications.
• Drive continuous improvement by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols.
• Be a subject matter expert on You Tube, Creator, and Industry social media conversations, contributing valuable insights to weekly internal reports.