Escalation Manager, YouTube Social and Escalation Operations
About The Position
YouTube’s Social and Escalation Operations team works 24/7 at the forefront of online engagement, managing both public conversations and sensitive user interactions. We are the brand's voice on social and community channels, actively shaping public discourse, fostering community growth, and scaling support. Simultaneously, we protect brand reputation and user safety through direct outreach and expert escalation management for sensitive and security-related issues. Our team provides support, communication and engagement across various social media platforms, including YouTube and YouTube's official Product Help Communities. Our expertise spans a wide range of critical areas, including public community engagement, User-Generated Content (UGC) programs, security incident management, social care, social media crisis response, social intelligence, and operational excellence. We leverage this skill set to navigate online environments and provide timely, effective support and resolution. As the Americas (AMER) Escalation Manager, you will lead a vital segment of YouTube's 24/7 global escalation operations, focusing specifically on the Americas region with Global responsibilities as the Global POC for key stakeholders like TnS and PR. You'll be on the front lines, managing a various range of sensitive and security-related issues that can arise from anywhere, including social channels, recognizing the frequent overlap between public conversations and critical incidents. You will be a dynamic leader with a keen eye for detail and a knack for problem-solving. You'll be responsible for the swift and accurate resolution of high-stakes escalations across your region, ensuring brand reputation is protected and user safety remains paramount. Your leadership will be crucial in maintaining operational excellence and upholding YouTube's integrity within Americas time zones.
Requirements
- Bachelor's degree or equivalent practical experience.
- 14 years of experience in communications, crisis management, escalation management, or operational leadership.
- 5 years of experience managing and developing a team of specialists or leading cross-functional work groups in a changing environment.
- Experience managing responses to high-priority incidents, such as social media crises, brand reputation threats, or security/safety escalations.
Nice To Haves
- Experience overseeing regional or global 24/7 operational workflows and driving process improvements through AI-first strategies or automation.
- Proficiency in establishing and tracking KPIs to measure operational performance and using sentiment data to proactively mitigate reputational risks.
- Understanding of the YouTube ecosystem and community dynamics on social media platforms and official Product Help Communities.
- Ability to forge excellent relationships and align strategy with critical cross-functional teams, including Trust and Safety, Legal, PR, and Product/Engineering.
Responsibilities
- Partner with global leadership to develop and continuously refine the Americas-specific strategy for managing all sensitive and security-related escalations, ensuring alignment with YouTube's brand protection, user safety, and operational excellence goals.
- Identify emerging patterns in escalation types (social, security, sensitive user issues) within the Americas region, and develop strategies to prevent recurrence and mitigate future risks to the platform and its users in these time zones.
- Establish, monitor, and report on regional Key Performance Indicators (KPIs) for escalation resolution time, quality, user satisfaction, and efficiency, driving data-driven improvements across the Americas team.
- Oversee the entire lifecycle of escalations within the Americas, from identification and intake to resolution, communication, and post-mortem analysis, ensuring timely and effective outcomes during your operational hours.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
