YouTube - San Bruno, CA
posted 5 months ago
As a Social Escalation Communication Manager at YouTube, you will be part of a global team dedicated to providing 24/7 communication and escalation coverage. Your primary responsibility will be to publish timely communications across various social media platforms, community forums, and YouTube channels. This role requires collaboration with multiple teams, including Public Relations (PR), Marketing, Trust and Safety, Legal, Product, and Engineering, to effectively resolve public support issues and manage escalation incidents. You will be tasked with handling sensitive priority incidents, which will involve real-time problem-solving, managing executive stakeholders, and driving decision-making with minimal supervision. In addition to your core responsibilities, you will focus on driving continuous improvement in social communications, engagement strategies, and internal escalation protocols. This may include enhancing the reactive communication experience for specific product areas or developing preventative solutions to mitigate future escalations and high-profile events. You will monitor and respond to critical escalations from social media platforms, working closely with various teams to craft external communications and resolve issues promptly. Your role will also involve efficiently triaging incidents and publishing proactive communications while adhering to service level agreements to ensure timely responses. This position offers a competitive salary range, with the US base salary for this full-time role set between $106,000 and $156,000, depending on various factors such as location, skills, experience, and education. The compensation details provided reflect the base salary only and do not include bonuses, equity, or benefits, which can be discussed further during the hiring process.