Strategic Communications and Risk Manager, YouTube - Singapore

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

Product area

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.

Job description

YouTube’s Social, Community and Escalation Operations team works 24/7 at the forefront of online engagement, managing both public conversations and sensitive user interactions. We are the brand's voice on social and community channels, actively shaping public discourse, fostering community growth, and scaling support. Simultaneously, we protect brand reputation and user safety through direct outreach and expert escalation management for sensitive and security-related issues.

As a Strategic Communicationsand Risk Manager, you will be a critical member of our Escalations team, enabling 24x7 rapid response for YouTube’s most time-sensitive escalations. In this role, you will handle and investigate complex platform issues and high-severity support scenarios across multiple escalation channels. You will act as a subject-matter expert, responsible for executing real-time de-escalation strategies, crafting impactful public social responses, and delivering sensitive 1:1 creator communications.

You will report to the Global Escalation Manager, applying operational excellence and sound judgment to safeguard brand reputation in a fast-paced environment. During active incidents, you will collaborate extensively with cross-functional teams to manage incidents end-to-end, mitigate brand risk, and ensure swift, effective resolution for user and creator issues.

Job responsibilities

• Manage and resolve high-stakes escalations, P0 incidents, platform outages, and creator issues in close partnership with PR, Product, Engineering, and Trust and Safety.
• Craft empathetic, brand-aligned 1:1 creator de-escalation messages and high-impact public social media responses to protect brand reputation.
• Synthesize complex technical and policy issues into concise situational reports, platform alerts, and leadership summaries under strict internal SLAs.
• Collaborate proactively across cross-functional teams to unify communication strategies, mitigate brand risk, and identify emerging escalation trends. Identify ongoing opportunities to continuously improve the user experience, external communication templates, and internal escalation workflows.
• Participate in an on-call weekend rotation, operating independently as an Incident Manager to triage crises and send executive alerts.

Minimum qualifications

• Bachelor's degree or equivalent practical experience.
• 2 years of experience in a customer or client-facing role supporting incident response, crisis management, online escalations, trust and safety operations, PR, or external communications.

Preferred qualifications

• Experience with YouTube creators, digital platform culture, and in managing high-stakes de-escalation of sensitive creator issues.
• Experience as a working incident manager in a fast-paced environment, including coordinating live incidents and sending executive alerts during off-hours.
• Ability to use social listening tools, boolean queries, and volume analytics to detect emerging brand risks and inform response strategies.
• Ability to partner across PR, Legal, Trust and Safety, Product, and Engineering teams to drive resolution for critical platform incidents.
• Excellent editorial judgment aligned skills with YouTube’s brand voice, with ability to translate complex product and policy issues into empathetic, trusted messaging.