Strategic Communications and Risk Manager

Google LLC; San Bruno, Los Angeles (CA, CA); On-site; USD 111,000 - 159,000; Full time

Job summary

YouTube’s Scaled Comms and Escalation team in California handles around-the-clock communications for sensitive issues, protecting brand reputation and user safety through expert escalation management.

The role involves leading escalations, coordinating with PR, Trust and Safety, Product, and Engineering, and shaping external communications while adhering to tight deadlines. English fluency and cross‑functional collaboration are essential.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in escalation management, crisis response, risk mitigation, or public (social) communications.

Responsibilities

• Manage social alerts and escalations, working with PR, Trust and Safety, Product, and Engineering to craft external communications and resolve issues.
• Lead sensitive escalations by investigating and developing communication strategies to mitigate security and brand risks, completing post-incident reviews, and authoring Root-Cause Analysis documents.
• Triage and respond to incidents, adhering to SLAs for external and internal communications.
• Drive continuous improvement by identifying opportunities for enhancing user experience, external communications, and escalation protocols.
• Act as a subject matter expert on YouTube, Creator, and Industry social media conversations.

Skills

Escalation management

Crisis response

Risk mitigation

Public communications

Executive communication

Education

Bachelor's degree

Job description

Strategic Communications and Risk Manager

Share Strategic Communications and Risk Manager

Google San Bruno, CA, USA ; Los Angeles, CA, USA

X Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

This role may also be located in our Playa Vista, CA campus.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: San Bruno, CA, USA; Los Angeles, CA, USA.

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in a relevant field such as escalation management, crisis response, risk mitigation, or public (social) communications.

Preferred qualifications:

• Understanding the customer impact, and the ability to influence momentum of incident response across multiple teams.
• Ability to keep up with a fast moving environment via effective prioritization and time management; and adapt to evolving business priorities.
• Ability to work in on-call rotations and over weekends.
• Proven ability to work successfully in cross-functional teams, including with senior stakeholders and executives.
• Proven track record in crisis response and escalation management, with strong copywriting skills and a demonstrated ability to manage incidents under strict deadlines.
• Ability to communicate in English fluently in order to interact with stakeholders.

About the job

YouTube’s Scaled Comms and Escalation team works 24/7 at the forefront of YouTube’s 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.

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $111000 - $159000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google .

• Manage social alerts and escalations, working closely with PR, Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues.
• Lead sensitive escalations by investigating and developing communication strategies to mitigate security and brand risks, completing post-incident reviews, and authoring Root-Cause Analysis documents to identify systemic issues.
• Triage and respond to incidents, adhering to Service Level Agreements (SLAs) for sending external social communications and internal executive communications.
• Drive continuous improvement by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols.
• Act as a subject matter expert on YouTube, Creator, and Industry social media conversations.

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.