Global Escalation Manager, APAC YouTube Operations

Apigee; Singapore; On-site; SGD 260,000 - 380,000; Full time

Job summary

Google in Singapore is seeking a senior operations and communications leader to support social operations, trust and safety, and escalations across regional teams. The role prioritizes candidates with deep experience in customer-facing roles and cross-functional collaboration.

You'll influence external communications and YouTube-like editorial outputs, coordinate fast responses, and work with senior stakeholders to protect brand voice while maintaining operational excellence.

Qualifications

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

Skills

Customer-facing leadership

Cross-regional collaboration

Executive stakeholder influence

Education

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

Job description

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

Minimum qualifications:

• 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.