Product Support Lead, eCommerce

Job Description

Minimum qualifications:
• Bachelor's degree or equivalent practical experience.
• 4 years of experience in marketing, social media, journalism, public relations, internal or executive communications, or a related field.
Preferred qualifications:
• Experience in social media community management, copywriting, and content strategy.
• Experience developing and executing multi-channel communication plans that balance business objectives, stakeholder feedback, and social platform capabilities.
• Experience in brand crisis communications or acting as an on-call incident manager.
• Experience with social analytics tools (i.e. Brandwatch, Sprinklr, Netbase, Meltwater) with the Understanding of editorial and creative content development, storytelling techniques, and external communications trends and best practices.
• Knowledge of the YouTube ecosystem, including its products, policies, creator communities, and online cultural trends.
• Ability to use data and analytics to inform communication strategies, measure impact, and understand audience engagement.
About the job
In this role, you will lead the Social and Community strategy for your assigned YouTube product or policy areas. You will design and execute workflows and communications to support major product launches, proactive community engagement initiatives, and social support strategy. You will serve as an expert for how online communities will react to new products, content, and ideas. You will advocate the community'' internally, using data-driven insights to inform product development and content optimization.
As a key cross-functional partner, you will also play a critical role in navigating urgent escalations and shaping our crisis response, ensuring that YouTube's voice remains trusted, empathetic, and consistent.
*This role will require participation in an on-call weekend rotation, separately operating as an Incident Manager during select weekends and holidays (up to ~10 weekends per year) to manage P0 incidents and send Executive social alerts.*
At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun - and we do it all together.
The US base salary range for this full-time position is $110,000-$157,000 + 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
• Own the end-to-end social and community strategy for Go-to-Market launches in your product areas, from planning and prioritization, to content development for multi-channel communications.
• Increase community connections by growing our YouTube Product Expert Program. Host external presentations, participate in events, and facilitate product trusted testers opportunities.
• Improve our 24x7 social operations for your product areas, by developing clear guidelines, training materials, and processes for our global teams.
• Draft and publish high-impact external communications, including Forum Posts, Social Posts (@TeamYouTube), Educational Campaigns in close collaboration with PR and Marketing partners.
• Serve as a key communications leader during large-scale escalations and incidents for your product area, collaborating with Engineering, Product, and Trust and Safety teams to drive external communications and resolution.

Jobcode: Reference SBJ-74qe79-216-73-216-161-42 in your application.