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Strategic Communications and Risk Manager, YouTube

Google· YouTube Social, Community and Escalation Operations
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Hybrid (Singapore)Full-timePosted 1w ago

About the role

Role within YouTube’s 24/7 Escalations team to manage high‑stakes escalations, craft empathetic communications, and coordinate cross‑functional response during incidents and platform issues.

Responsibilities

  • Manage and resolve high-stakes escalations, P0 incidents, platform outages, and creator issues in close partnership with PR, Product, Engineering, and Trust and Safety.
  • Craft empathetic, brand-aligned 1:1 creator de-escalation messages and high-impact public social media responses to protect brand reputation.
  • Synthesize complex technical and policy issues into concise situational reports, platform alerts, and leadership summaries under strict internal SLAs.
  • Collaborate proactively across cross-functional teams to unify communication strategies, mitigate brand risk, and identify emerging escalation trends; identify opportunities to improve user experience, external templates, and internal workflows.
  • Participate in an on-call weekend rotation, operating independently as an Incident Manager to triage crises and send executive alerts.

Qualifications

  • Bachelor's degree or equivalent practical experience.
  • 2 years of experience in a customer or client-facing role supporting incident response, crisis management, online escalations, trust and safety operations, PR, or external communications.

Skills

Required:Crisis managementExecutive communicationsCross-functional collaboration
Nice to have:Social listening tools
Last updated Oct 23, 2026. Interested? Apply on the company site.

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