Crisis & Risk Communications Lead, 24/7 Escalations

GOOGLE ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 110,000 - 170,000; Full time

Job summary

YouTube in Singapore is seeking a Strategic Communications and Risk Manager to lead 24x7 escalation handling, coordinate cross-functional teams, and protect brand and user safety during high-severity incidents.

Reporting to Global Escalation Manager, you will craft real-time responses, de-escalation messaging, and executive communications while maintaining strict SLAs and working across PR, Legal, Trust and Safety, Product, and Engineering.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 2 years in incident response, crisis management, or online escalations.
• Experience with YouTube creators and platform culture.
• Experience as incident manager coordinating live incidents and executive alerts.
• Ability to use social listening tools and analytics to detect risks.
• Ability to work with PR, Legal, Trust and Safety, Product, and Engineering.

Responsibilities

• Manage and resolve high-stakes escalations, P0 incidents, and creator issues.
• Craft empathetic de-escalation messages and public responses to protect brand.
• Synthesize technical and policy issues into concise reports and leadership summaries.
• Collaborate across teams to unify communication strategies and mitigate risk.
• Participate in an on-call weekend rotation as Incident Manager.

Skills

Crisis management

Incident response

Public relations

External communications

Education

Bachelor's degree or equivalent

Tools

Social listening tools

Job description

YouTube in Singapore is seeking a Strategic Communications and Risk Manager to lead 24x7 escalation handling, coordinate cross-functional teams, and protect brand and user safety during high-severity incidents.

Reporting to Global Escalation Manager, you will craft real-time responses, de-escalation messaging, and executive communications while maintaining strict SLAs and working across PR, Legal, Trust and Safety, Product, and Engineering.