Strategic Communications & Risk Escalation Lead

Google LLC; San Bruno, Los Angeles (CA, CA); In loco; USD 111.000 - 159.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

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

Mansioni

• 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.

Conoscenze

Escalation management

Crisis response

Risk mitigation

Public communications

Executive communication

Formazione

Bachelor's degree

Descrizione del lavoro

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.