Global Communications and Escalations Specialist

6 days ago


Singapore Google Full time
Job Description

We are seeking a highly skilled Social Communications and Escalations Manager, experienced in managing social media escalations and external communications for our YouTube platform. As a member of our team, you will be responsible for analyzing top issues facing our users and content creators, working with cross-functional teams to resolve them, and driving continuous improvement by identifying opportunities for enhancing the user experience.

About the Role

This is an exciting opportunity to join our dynamic YouTube Support team as a Crisis Response Lead. You will work closely with Public Relations, Trust & Safety, Product, and Engineering teams to craft external communications and resolve issues. Your expertise will help us manage critical social alerts and escalations, ensuring seamless support to our content creators, advertisers, and viewers worldwide.

Main Responsibilities
  • Analyze top issues facing our users and content creators, working with cross-functional teams to resolve them.
  • Drive continuous improvement by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols.
  • Manage critical social alerts and escalations, working closely with Public Relations, Trust & Safety, Product, and Engineering teams.

Requirements

To succeed in this role, you will need:
  • A Bachelor's degree or equivalent practical experience.
  • 2 years of experience in journalism, public relations, internal or executive communications, or a related field.
  • Ability to communicate in English and Korean fluently.
  • Experience managing external communications on social media; strong editorial point of view for the YouTube brand voice and tone.


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