Global Escalation Manager, APAC YouTube Operations

Google LLC; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

Google LLC is seeking a Global Escalation Manager for APAC YouTube Operations to lead high-priority escalations and protect brand reputation 24/7. You will manage a team of Strategic Comms and Risk Managers across APAC, coordinating with cross-functional partners to ensure rapid triage, accurate external communications, and thorough post-incident analysis.

The role demands seasoned experience in crisis communications, strong editorial judgment, and the ability to influence stakeholders without

Qualifications

• 10 years in a customer or client-facing role supporting social operations, community operations, trust and safety, escalations or related front-line operations.
• 7 years of experience managing operations and leading cross-regional teams.
• Experience coordinating high-stakes communications with executive audiences.

Responsibilities

• Serve as the executive point of contact in APAC for YouTube escalations.
• Manage end-to-end lifecycle of escalations during APAC hours with rapid triage and external communications.
• Recruit, mentor, and develop a high-performing APAC team of Strategic Comms and Risk Managers.
• Deliver crisis communications and post-incident reviews to regional/global executives.
• Establish and report APAC team KPIs to drive data-driven process improvements.

Skills

Customer-facing leadership

Cross-regional leadership

Executive communications

Education

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

Job description

Global Escalation Manager, APAC YouTube Operations

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X Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.

• Bachelor's degree in Business, External Communications, PR, Brand Marketing or a 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.

Preferred qualifications:

• Experience managing high-profile escalations or external communications, with a strong editorial eye for the YouTube brand voice, tone, and public perception.
• Deep familiarity with the YouTube creator ecosystem, social media and product suite, including trending online cultural topics.
• Exemplary executive presence with a history of writing succinct, high-quality, C-suite-ready reports and successfully influencing director-level and above cross-functional stakeholders.
• Demonstrated ability to influence without authority and coordinate rapid, real-time responses across highly matrixed, cross-functional partners under pressure.
• Willingness and operational capability to support your team ad-hoc, via on-call rotation model to resolve critical P0 incidents on weekends.

About the job

As the Global Escalation Manager covering Asia-Pacific (APAC) operating hours, you will be on the front lines of how YouTube shapes and protects our brand reputation 24/7. You will lead a team of Strategic Comms and Risk Managers, supporting them through a range of high-stakes issues that can arise from anywhere, including social media or executive channels. 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

• 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 Key Performance Indicators (KPIs) (e.g., response times, quality, and efficiency) to continuously drive data-backed process improvements.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy , Know your rights: workplace discrimination is illegal , Belonging at Google , and How we hire .

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.