Strategic Communications and Risk Manager, YouTube

About the role

YouTube's Social, Community and Escalation Operations team manages public conversations and sensitive user interactions 24/7, protecting brand reputation and user safety while growing its community. As a Strategic Communications and Risk Manager, you join the Escalations team and handle complex platform issues and high-severity support scenarios across multiple channels. You act as a subject-matter expert, executing real-time de-escalation strategies, crafting public social responses and delivering sensitive 1:1 creator communications. You report to the Global Escalation Manager and work on an operational coverage rotation, including scheduled weekend and holiday shifts.

Key responsibilities

• Manage and resolve high-stakes escalations, P0 incidents, platform outages and creator issues in partnership with PR, Product, Engineering and Trust and Safety.
• Craft empathetic, brand-aligned 1:1 creator de-escalation messages and high-impact public social media responses.
• Synthesize complex technical and policy issues into situational reports, platform alerts and leadership summaries within strict internal SLAs.
• Collaborate across teams to unify communication strategies, mitigate brand risk and identify emerging escalation trends, and improve communication templates and escalation workflows.
• Act as an Incident Manager during active incidents, collaborating with cross-functional teams to manage incidents end-to-end.
• Participate in an on-call weekend rotation, triaging crises and sending executive alerts.

Required profile

• Bachelor's degree or equivalent practical experience.
• 2 years of experience in a customer or client-facing role supporting incident response, crisis management, online escalations, trust and safety operations, PR or external communications.
• Preferred: experience with YouTube creators and digital platform culture, and managing high-stakes de-escalation of sensitive creator issues.
• Preferred: experience as a working incident manager in a fast-paced environment, including coordinating live incidents and sending executive alerts during off-hours.
• Preferred: excellent editorial judgment aligned with YouTube's brand voice, able to turn complex product and policy issues into empathetic, trusted messaging.

Required skills

• Ability to use social listening tools, boolean queries and volume analytics to detect emerging brand risks.
• Ability to partner across PR, Legal, Trust and Safety, Product and Engineering teams.