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Digital Communications Strategist

2 weeks ago

Singapore Google Full time
About the Role

As a key member of our YouTube Support team, you will be responsible for managing critical social alerts and escalations, working closely with PR, Trust & Safety, Product, and Engineering teams to craft external communications and resolve issues.

You will triage and handle a wide range of escalations, including platform outages, technical issues, creator support requests, high-profile social media complaints, and executive concerns. Drive continuous improvement by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols.

This role requires you to be a subject matter expert on YouTube, Creator, and Industry social media conversations, contributing valuable insights to weekly internal reports. Additionally, you will participate in an on-call weekend rotation, independently operating as an Incident Manager during select weekends and holidays (up to ~10 weekends per year) to manage P0 incidents and send Exec social alerts.