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Social Media Crisis Manager

1 week ago

Singapore Google Full time
About the Job
We are seeking an experienced Social Communications and Escalations Manager to join our You Tube Support team. As a key member of this team, you will be responsible for managing social communications and escalations, working closely with cross-functional teams to resolve issues and enhance the user experience.

Key Responsibilities
- Manage critical social alerts and escalations, crafting external communications and resolving issues through collaboration with PR, Trust & Safety, Product, and Engineering teams.
- Triage and handle a wide range of escalations, including platform outages, technical issues, creator support requests, high-profile social media complaints, and executive concerns.
- Identify opportunities for continuous improvement, driving enhancements to the user experience, external communications, and internal escalation protocols.

Qualifications
- Bachelor's degree or equivalent practical experience.
- 2 years of experience in journalism, public relations, internal or executive communications, or a related field.
- Fluency in English and Korean for effective engagement with local stakeholders and market escalations.