Strategic Crisis Communications Lead — 24/7 Escalations

Google LLC; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Google LLC in Singapore is seeking a Strategic Communications and Risk Manager for YouTube to lead 24/7 incident response, de-escalation messaging, and cross-functional escalation handling with PR, Legal, Trust & Safety, Product, and Engineering.

You will report to the Global Escalation Manager, participate in on-call weekend rotations, and craft rapid public and creator communications to protect brand reputation while maintaining user trust.

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.

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.

Skills

Customer-facing experience

Crisis management coordination

Education

Bachelor's degree or equivalent practical experience

Job description

Google LLC in Singapore is seeking a Strategic Communications and Risk Manager for YouTube to lead 24/7 incident response, de-escalation messaging, and cross-functional escalation handling with PR, Legal, Trust & Safety, Product, and Engineering.

You will report to the Global Escalation Manager, participate in on-call weekend rotations, and craft rapid public and creator communications to protect brand reputation while maintaining user trust.