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Social Media Crisis Manager for YouTube
1 week ago
About the Role:
The Social Communications and Escalations Manager will be responsible for managing critical social alerts and escalations on YouTube.
Working closely with PR, Trust & Safety, Product, and Engineering teams, this individual will craft external communications and resolve issues in a timely manner.
This role requires strong analytical skills to identify opportunities for enhancing the user experience, external communications, and internal escalation protocols.
Main Responsibilities:
- Triage and handle a wide range of escalations, including platform outages, technical issues, creator support requests, high-profile social media complaints, and executive concerns.
- Manage critical social alerts and escalations, working closely with PR, Trust & Safety, Product, and Engineering teams to craft external communications and resolve issues.
- Drive continuous improvement by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols.
- Participate in an on-call weekend rotation, independently operating as an Incident Manager during select weekends and holidays to manage P0 incidents and send Exec social alerts.
