Full Time Job

Social Support Communications Manager, Operations


San Bruno, CA 10-30-2021
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  • Paid
  • Full Time
  • Mid (2-5 years) Experience
Job Description
YouTube's Scaled Support and Education team exists to be the online connection between YouTube and our users, supporting YouTube's consumers and content creators across online help centers, community forums, YouTube channels, and social media. We deliver proactive, two-way communications in online formats such as blog-style editorial, short and long-form video, interactive Q&As, polls, and more. We partner with Public Relations and Marketing to land critical external campaigns and go-to-market moments, and Product Solutions teams to advocate for our online communities, driving positive product and policy change.

In this role, you will be responsible for delivering the external communications strategy for platform outages and known issues, and driving operational improvements to ensure these communications are published quickly. You'll work in a fast-paced environment, simplifying complex technical ideas into understandable and relatable explanations for YouTube's external audiences.

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.

• Lead global 24x7 strategy to publish proactive, external communications for platform outages and known issues across community and social channels.
• Write messaging and copy, coordinating with international teams on localized communication plans and social agents about responses.
• Manage internal partnerships with Product and Marketing teams to integrate and amplify our communications, including brand social handles.
• Design, implement, and operationalize processes for outage workflows, including 24x7 issue detection and internal escalation for Engineering teams.
• Report regularly on internal and external impacts of outage/known issue-related workflows, leveraging data to guide long-term direction.


Minimum qualifications:
• Bachelor's degree or equivalent practical experience
• 2 years of experience working in external communications, social media, community management, and/or customer service

Preferred qualifications:
• Experience managing communications on public platforms, including social media
• Experience in crisis response strategy and copywriting under timely deadlines
• Experience working cross-functionally with Public Relations, Marketing, Product, and Legal teams
• Ability to manage multiple projects simultaneously
• Ability to lead multi-stakeholder projects

Jobcode: Reference SBJ-gxo53q-52-90-49-108-42 in your application.