Strategic Communications and Risk Manager, YouTube

Job description

info_outline About the job 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 Communications and 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. 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.