Careers
Careers

job details

Back to jobs search

Jobs search results

3,900 jobs matched
Showing 21 to 40 of 3900 rows
Back to jobs search

Escalation Manager, YouTube Social and Escalation Operations

YouTubeSan Bruno, CA, USA; Atlanta, GA, USA; +3 more; +2 more

Applicants in Playa Vista: This role may also be located in our Playa Vista, CA campus.

Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: San Bruno, CA, USA; Atlanta, GA, USA; New York, NY, USA; Los Angeles, CA, USA.

Minimum qualifications:

  • 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.

Preferred qualifications:

  • 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.

About the job

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.
The US base salary range for this full-time position is $219,000-$309,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

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.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google's Applicant and Candidate Privacy Policy.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.
Google apps
Main menu