Outreach Operations Specialist, YouTube

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. About the job Outreach Operations is a global YouTube team that mitigates harm through incident command of sensitive creator escalations. The team specializes 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 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 will continuously optimize 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 communication and tailoring your content and delivery to multidirectional audiences. You will work closely with GSRS (Security), Trust and Safety, Social, and other teams to manage escalations holistically, mitigating security and reputation risks. At YouTube, we believe everyone deserves a voice. We strive to listen, share, and build community through stories. We work at the intersection of technology and creativity, moving at the speed of culture to explore new ideas, solve problems, and have fun — together. #J-18808-Ljbffr