Policy Vertical Lead, Social and Escalation Operations, 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 the Policy Vertical Lead for Social and Escalation Operations, you'll be on the front lines of how YouTube shapes and protects our brand reputation 24/7. In this role, you will lead YouTube’s social operations and escalation management strategy for the policy vertical, covering trust and safety, business generation, and other responsibility enforcement efforts. With your written communication skills, and a bias toward action, you will ensure rapid problem-solving for policy escalations.

You will be directly responsible for building and maintaining operational excellence (e.g., workflow design, knowledge management, communication materials, training efforts), and advocating social, community, and escalation insights. You are expected to be the authority on how users will react to new policies and work with cross-functional teams to improve external communications, user journeys, and escalation experiences.

As a strategic cross-functional partner, you will play a critical role in preempting and resolving urgent escalations, while shaping our 24x7 global crisis response strategy.