Outreach Operations Specialist, YouTube

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 2 years of experience working with incident response management, risk mitigation, or customer support.
• Experience in escalation management, executive communications, and incident commanding workflows.
• Experience in translating information including policies and situations into summaries that facilitate decision-making.
• Experience in documenting and explaining scenarios/user journeys for various audiences, including cross-functional stakeholders, executives, and external users.
• Experience partnering across a global matrixed organization and aligning multiple cross-functional executive stakeholders.

Preferred qualifications:

• Experience with YouTube policies and support workflows and ability to advocate for creator solutions that protect the YouTube ecosystem.
• Ability to work in and keep up with a fast-moving environment via effective prioritisation and time management.
• Strong technical acumen and ability to quickly assimilate new information.
• Ability to act as a working incident manager in on-call rotations, over weekends, and adapt to rapidly changing priorities in the YouTube ecosystem.
• Excellent time and project management skills, and ability to balance multiple tasks and priorities.
• Ability to communicate in English and any other European language for communicating with stakeholders.

About The Job

Outreach Operations is a global YouTube team that mitigates harm through incident command of sensitive creator escalations. The team specialises in 1:1 de-escalation of creators and consumers that may pose a significant security or brand risk to YouTube and its employees. The 24/7 team routinely works with cross-functional teams to address creator/consumer core issues that may be driving security/brand risk.

In this role, you will be responsible for working in urgent and complex escalations, proactively engaging with creators and users via email and phone, and consulting with other partner-facing teams as a de-escalation expert. You'll continuously optimise our incident operation workflows and manage the execution of new program features and workflows, including inter-dependencies and opportunity areas. You will build and leverage deep relationships across Google, YouTube, and several cross-functional teams, ensuring clear lines of communication and catering your content and delivery to multidirectional audiences. You'll be specifically working closely with GSRS (Security), Trust and Safety, Social and other cross-functional teams to manage escalations holistically, in order to mitigate credible security and brand reputation risk to YouTube.

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.

Responsibilities

• Own sensitive, high-consequence escalations by thoroughly investigating creator/consumer issues and developing bespoke communication strategies via email, social, and phone that mitigate security and brand risks to YouTube.
• Communicate directly with YouTube creators and users while managing escalations, handling difficult conversations.
• Develop deep connections with regional teams to support and consult in creator escalations.
• Serve as a consultant to cross-functional stakeholders on product/policy changes.
• Own difficult conversations with internal stakeholders.
• Identify workflow gaps to improve creator escalations that ensure full de-escalation in a timely manner.
• Operate as an Incident Manager on select weekends to own priority escalations requiring immediate support.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.