Social Communications Manager, Incident Management Office
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This role may also be located in our Playa Vista, CA campus.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: New York, NY, USA; Los Angeles, CA, USA; San Bruno, CA, USA.Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a project management or management role.
- 4 years of experience working with incident response management, risk mitigation, customer support and social media communications.
- 4 years of experience in escalation management, executive communications, and making time-critical decisions with incomplete information.
Preferred qualifications:
- Experience working cross-functionally with PR, Marketing, Product and Legal teams.
- Experience designing and executing operational exercises.
- Experience managing communications on public platforms, including social media.
- Experience in crisis response strategy and copywriting under timely, strict deadlines.
- Experience with writing executive communications.
- Experience developing and delivering training content.
About the job
As a Social Communications Manager in YouTube's Incident Management Office (IMO), you will lead training and exercises for IMO and develop and execute external communications for platform outages as a dotted-line report to Team YouTube (TYT). You will own training development, lead crisis simulations, advise on skills growth, manage projects, update leadership in crises, simplifying complex technical issues for our audience.
Responsibilities
- Design, implement, and operationalize processes and training plans for the Incident Management Program and outage workflows, which include 24x7 issue detection, internal escalation flows to engineering, and DiRT testing exercises.
- Oversee onboarding of new Incident Managers by regularly updating training materials while owning and executing the Incident Management Office's exercise program as well as testing for operational vulnerabilities.
- Lead global 24x7 strategy to publish proactive, external communications for platform outages and known issues across community and social channels.
- Write messaging and copy, and co-ordinate with international teams for localized communication plans and social agents for social media platforms responses for Team YouTube.
- Manage internal partnerships with Product and Marketing teams to integrate and amplify communications including brand social handles and in-product integrations.
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