APAC Escalation & Crisis Lead, YouTube Operations

google asia pacific pte. ltd.; Singapore; On-site; SGD 140,000 - 200,000; Full time

Job summary

Google Asia Pacific Pte. Ltd. in Singapore is seeking a Global Escalation Manager for Asia‑Pacific operating hours to lead the frontline of brand protection and escalation handling.

You will oversee a team of Strategic Comms and Risk Managers, guiding rapid triage, external communications, and post‑incident reviews for high‑priority issues. The role requires extensive experience in customer-facing escalation operations, cross-regional leadership, and stakeholder engagement with a focus on

Qualifications

• Bachelor's degree in Business, External Communications, PR, Brand Marketing or related field or equivalent practical experience.
• 10 years of experience in a customer or client-facing role supporting social operations, community operations, trust and safety, escalations or a related front-line operations role.
• 7 years of experience managing operations and leading cross-regional teams.

Responsibilities

• Serve as the executive point of contact in APAC leading escalation management for YouTube’s highest priority escalations.
• Manage the end-to-end lifecycle of escalations during APAC operating hours, ensuring rapid triage, quality external communications, fast resolution, and thorough post-incident analysis.
• Recruit, mentor, and develop a high-performing team of Strategic Comms and Risk Managers in the APAC region, fostering expertise in complex problem-solving, crisis communication, and sensitive issue resolution.
• Deliver clear, concise, and timely crisis communications and post-incident reviews to regional and global executives on critical escalations, trends, and operational performance, including post-incident reviews.
• Establish, track, and report on APAC team operational KPIs (e.g., response times, quality, and efficiency) to continuously drive data-backed process improvements.

Skills

Crisis management

Executive communication

Stakeholder management

Team leadership

Education

Bachelor's degree in Business, External Communications, PR, Brand Marketing or related field

Job description

Google Asia Pacific Pte. Ltd. in Singapore is seeking a Global Escalation Manager for Asia‑Pacific operating hours to lead the frontline of brand protection and escalation handling.

You will oversee a team of Strategic Comms and Risk Managers, guiding rapid triage, external communications, and post‑incident reviews for high‑priority issues. The role requires extensive experience in customer-facing escalation operations, cross-regional leadership, and stakeholder engagement with a focus on