Communication and Operations Manager, Scaled

Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.

Minimum qualifications:

- Bachelor's degree or equivalent practical experience.
- 4 years of experience in social media, customer service, and/or brand management.

Preferred qualifications:

- Experience managing the day-to-day social presence of a major consumer brand, social care / social support for the brand; including crisis response/management
- Ability to analyze data, identify trends and present key findings to improve future programs and strategies.
- Hyper knowledgeable about all things YouTube product and policy, YouTube creators and their communities, Internet culture, and an avid expert user of social media.
- Excellent editorial point of view for the social brand.

**About the job**:
Scaled Support & Education Operations is all about supporting and educating our viewer and creator communities across online scaled surfaces (help centers, community forums, YouTube channels and social media) to help users help themselves and each other.

In this role, you’ll own real-time social communications and priority escalations during the APAC time zone, part of a global social escalation team ensuring we can support creators/users and respond quickly as a brand 24x7.

You’ll be an exceptional social creative and communicator - you should have a strong grasp of how to write human, engaging, relatable copy for large scale consumer tech brands, and thrive in a crisis management environment. You’ve also worked in a client facing/customer service role, and understand how to leverage both brand voice and support to bring surprise and delight to a user’s experience.

You’re a critical contributor to our team’s mission and providing better, faster social support for more creators and users at scale. When customers reach out to brands on social media, they expect a fast, friendly response.

YouTube has grown into a community used by over 1 billion people across the globe to access information, share video, and shape culture. The YouTube team helps budding creators build careers, creates products like YouTube Kids, YouTube Music, and YouTube Gaming, and engages communities around shared passions and global conversations. Together, we empower the world to create, broadcast, and share.

**Responsibilities**:

- Triage consults from social agents and provide their teams with social copy and engagement guidance; systematically track gaps and opportunities to improve social agent knowledge and reduce volume of consults.
- Monitor social channels and identify real-time opportunities to improve social support responses.
- Drive/deliver support resolutions for our most sensitive social influencer escalations; troubleshoot support issues, coordinate with internal teams, write copy for social responses, activate crisis response/management protocols when applicable
- Represent the brand voice; ensure all social communications are addressed with high quality and the right brand voice, attend calibration sessions with a global social escalation team to ensure consistency

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.