Outreach Operations Specialist, YouTube (Portuguese)

About the position

The YouTube Outreach Operations team is a global YouTube team that mitigates harm through incident command of creator escalations. The team specializes in investigating partner issues that require careful internal coordination and direct communication with partners. In this role, you will be responsible for handling escalations, engaging with creators and users via email and phone, and consulting with other partner-facing teams as a de-escalation expert. You will optimize incident operation workflows and manage the execution of new program features and workflows, including inter-dependencies and opportunity areas. You will build and leverage relationships across Google, YouTube, and several cross-functional teams, ensuring clear lines of communication and catering your content and delivery to multidirectional audiences. You will be working with security, Trust and Safety, social engagement teams, and other YouTube support teams to manage escalations in order to mitigate credible security and brand reputation risk to YouTube. 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.

Responsibilities

• Own sensitive, high-consequence escalations by thoroughly investigating creator/consumer issues and developing bespoke communication strategies via email, social, and phone that mitigate security and brand risks to YouTube.
• Develop deep connections with regional teams to support and consult in complex creator escalations. Identify workflow gaps to improve creator escalations that ensure full de-escalation in a timely manner.
• Serve as a consultant to cross-functional stakeholders on product/policy changes, and own difficult conversations with internal stakeholders.
• Operate as an Incident Manager on select weekends to own highly sensitive escalations requiring immediate support.

Requirements

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in operations or business management, and vendor management.
• 5 years of experience using analytics or applying project management tools for business issues.
• Ability to communicate in Portuguese fluently to support external local users in South America, and with internal partners in Brazil and Mexico.

Nice-to-haves

• Certification in Project Management (e.g., PMP, Six Sigma, etc.).
• Experience in cost, quality, and relationship management with excellent investigative and problem solving skills.
• Experience in risk and change management.
• Ability to build stakeholder relationships in a changing environment.
• Ability to communicate in Spanish fluently to support external local users in South America, and with internal partners in Brazil and Mexico.

Benefits

• Base salary range of $108,000-$155,000 + bonus + equity + benefits.