Social Communication and Operations Manager

Job Description

Go-To-Market and Support Solutions is a global team working to ensure our users get the most out of YouTube. We provide dedicated and scaled support, strategic go-to-market plan development, partnership resources, product and policy insights based on user feedback, and scaled partnership management to ensure that all users can thrive within the YouTube ecosystem. We ensure products get to market, support users when they need help and capture user feedback to drive product excellence and market fit.

Fast-paced, dynamic, and proactive, the YouTube Support Solutions team provides seamless help to all our users and creators around the world. As a member of the team, you'll analyze user and creator issues, work with cross-functional teams to resolve them, and help manage support operations. Whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide support, you'll enhance the YouTube global user experience by driving reach, satisfaction, and resolution.

In this role, you'll drive critical communications and operational processes for the YouTube team. You'll be a power user of the platform and in touch with the latest creator discussions and topics to help inform communications and operational strategies, working closely with fellow community and social managers representing international markets, product specialists, and support agents to drive go-to-market strategies, escalate important issues and timely resolution – always putting our users first.

YouTube has grown into a community used by over 1 billion people across the globe to access information, share video, and shape culture. The YouTube team helps budding creators build careers, creates products like YouTube Kids, YouTube Music, and YouTube Gaming, and engages communities around shared passions and global conversations. Together, we empower the world to create, broadcast, and share.

Resonsibilities:
• Triage consults from social agents and provide their teams with communications guidance. Write/deliver social responses for influencer tweets/trending topics to ensure the conversation is addressed with high-quality and the right brand voice.
• Help maintain a detailed and comprehensive editorial calendar for YouTube team focused on product and policy launches, know technical issues, and trending community feedback.
• Help create processes to address emerging social trends and other workflow needs to support the social agent operation.
• Be an expert on trending topics and conversation. Analyze how our followers are responding to YouTube team reactive communications and identify the things they really care about, and how to improve communications in the future.
• Foster and build on relationships with community power users and influencers. You will support, communicate and engage with Hindi, Thai, Mandarin, or Vietnamese-speaking users.

Qualifications:

Minimum qualifications:
• Bachelor's degree or equivalent practical experience.
• 3 years of experience working in social media, community management, and/or customer support.
• Ability to work non-standard work hours in APAC timezone.
• Ability to speak and write in English and one other APAC language (e.g., Hindi, Thai, Vietnamese, or Mandarin) fluently.

Preferred qualifications:
• Experience in managing online communities (e.g. blogger or YouTube creator engaging with fans/audience).
• Experience managing the day-to-day social presence (influencer account or major consumer brand), including escalating and resolving user or creator issues.
• Knowledge of YouTube products across platforms and experience running or building support programs on social media.
• Knowledge of local YouTube community, internet culture, and social media trends.
• Ability to analyze data, identify trends, and present key findings (both quantitative and analytical skills) and apply them to future programs.
• Ability to navigate complex and sensitive situations involving public communications.

Jobcode: Reference SBJ-r0m04e-3-139-70-131-42 in your application.