Strategic Communications and Risk Manager

About the job

YouTube’s Scaled Comms and Escalation team works 24/7 at the forefront of YouTube’s engagement, managing both public conversations and sensitive user interactions. We are the brand's voice on social and community channels, actively shaping public discourse, fostering community growth, and scaling support. Simultaneously, we protect brand reputation and user safety through direct outreach and expert escalation management for sensitive and security-related 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.

This role may also be located in our Playa Vista, CA campus.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in a relevant field such as escalation management, crisis response, risk mitigation, or public (social) communications.

Preferred qualifications:

• Understanding the customer impact, and the ability to influence momentum of incident response across multiple teams.
• Ability to keep up with a fast moving environment via effective prioritization and time management; and adapt to evolving business priorities.
• Ability to work in on-call rotations and over weekends.
• Proven ability to work successfully in cross-functional teams, including with senior stakeholders and executives.
• Proven track record in crisis response and escalation management, with strong copywriting skills and a demonstrated ability to manage incidents under strict deadlines.
• Ability to communicate in English fluently in order to interact with stakeholders.

Responsibilities

• Manage social alerts and escalations, working closely with PR, Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues.
• Lead sensitive escalations by investigating and developing communication strategies to mitigate security and brand risks, completing post-incident reviews, and authoring Root-Cause Analysis documents to identify systemic issues.
• Triage and respond to incidents, 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.
• Act as a subject matter expert on YouTube, Creator, and Industry social media conversations.