Manage social alerts and escalations, working closely with PR, Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues. Lead sensitive escalations by investigating and developing communication strategies to mitigate security and brand risks, completing post-incident reviews, and authoring Root-Cause Analysis documents to identify systemic issues. Triage and respond to incidents, adhering to Service Level Agreements (SLAs) for sending external social communications and internal executive communications.
Drive continuous improvement by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols. Act as a subject matter expert on YouTube, Creator, and Industry social media conversations.
Job description provided by Google.
View the original posting
